Contact Centre Associate Technical Architect 2325

Project and Team Brief Are you considering your next career move At Allianz, we are seeking an Architect to join our Contact Center Solutions Department. The department is responsible for implementing, supporting, and managing operational processes for Allianz Entities Corporate Contact Center platforms. Additionally, we are developing a cutting-edge Cloud-Based Platform to modernize customer call centre environments, enhance the end customer experience, and streamline reporting processes. Job Summary The perfect candidate should have experience in the Add on apps skill e.g WFM, Call recording, Email/Chat Omnichannel integration with Contact Cetner environment. Detail skill requirements are mentioned below. Required experience managing interactions across multiple channels such as call center technology and Omnichannel services (Teams, SMS, Email and Chat)Creates product requirements based on input from the product readiness and governance squad.Supports the vendor in understanding of the defined requirements.Verifies created system and product specifications from the vendor meet the required guidelines. Supports translation of business requirements into comprehensive technical system specifications. Maps and documents the dependencies and influences of new system requirements. Responsible for creating and maintaining structured system specific documentation.Works with the product owners and development teams to ensure that implemented functionality meets architectural and design guidelines.Cultivates good relationships with program stakeholders and communicates transparently.Supports the entire development lifecycle and reviews test cases for QA to ensure proper testing.Defines the ultimate vision for proof-of-concept and solution technical architecture, e.g. low level view of capabilities and requirements of underlying database, presentation, technologies etc.Develops application designs and blueprints and creates Business Architecture deliverables that are consistent with SOA (service-oriented architecture) principles.Identifies relevant logical modules and services to fulfil future solution architecture.Makes low level design decisions on the structure and interaction of modules and services.Identifies potential evolution paths to the ultimate solution vision.Communicates impacts of architectural decisions and issues to all stakeholdersCommunication Exhibits excellent communication skills, experience facilitating and supporting communication amongst stakeholders. Able to ensure information is distributed within the project.Analytical Able to synthesize complex and diverse information, collect and interpret data, and design work flows and procedures.Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information efficiently, developing alternative and innovative solutions. Works well in group problem solving situations and emotional topics.Quality of Work Pays attention to detail, including accuracy and thoroughness of work completed. Always looking for ways to improve and promote quality. Applies feedback to improve performance of self and others.Adaptability Able to adapt to changes in the work environment. Competent at managing competing demands, including changing approach or method to best fit the situation and resources at hand. Able to deal with frequent change, delays, or unexpected events.Judgment - Displays willingness to make decisions. Exhibits sound and accurate judgment while able to support and explain reasoning for decisions. Includes appropriate people in decision-making process to ensure timely decisions can be made.Planning/Organizing - Prioritizes and plans work activities to make efficient use of time. Able to plan for additional resources when needed, set achievable goals and objectives, organize schedules and tasks for others, and develop realistic action p Working experience of 5 to 10 years in similar domainExperience of working in Agile team structureExperience with Cloud environments.Experience with Content Guru as provider will be a plusAt least 3 years experience in contact centre systems analysis, ideally in designing contact centre services, processes and environmentsExperience in working with global, multi-cultural teamsExperience working in complex IT development projectsUnderstand Contact Centre ECO systems dependencies for example with PCI requirements, CRM tools or Reporting Applications, Workforce Management, Call Recording et.Understand business interactions, logic, processes and impacts. PART 3 Duties and Responsibilities List in order of importance and state approximate weightage accorded to each. Primary responsibility to support Contact Center Operation 50% Infrastructure Cloud Operations best practices and support 25% Infrastructure Network optimization and support 25% PART 4 Qualification, Experience, Technical and Functional Skills Graduate BE, BTECH .