Service Architect Contact Centre
Finxl is a leading IT Professional services organisation, and a new exciting position is available due to new projects starting with our enterprise clients.

To provide a high level of technical advice and expertise to support, identify and provide technical solutions and maintain architectural integrity in support of a customer's account. The role is responsible for developing & reviewing detailed customer technical designs, bills of materials and Client proposals, both in response to ongoing operational in-contract needs and in major project Change Request scenarios. The role will be responsible for developing innovative technical solutions to address customer business requirements, taking responsibility for coordinating all of the inputs to the architectural design and supporting the design through its life cycle. The Architect will be accountable for focusing on Contact Center technologies with a specific focus on Genesys, including CCaaS and security based technologies.

• WFH: 3 Days onsite
• Start Date: asap
• 12 Months contract

Key Accountabilities and KPIs
* The Operational Architect services include architectural design and documentation of the converged Network environments as a high level Design Authority
* Provide a high level of technical advice and expertise to support, identify and provide new technical solutions and maintain architectural integrity in support of the account and the Customer Experience
* Provide technical thought leadership and mentoring to the delivery team for new solutions
* Recommend strategies for input to the Business Plan.
* Communicating customer needs, and utilise and co-ordinate all available resources to ensure appropriate solutions are provided to meet those needs
* Provide the ongoing strategic technical direction to the customer and act in the role of a trusted partner and adviser
* Providing high levels of customer service and resolving problems/issues with the customer in a constructive manner.

Solution Design & Delivery
* Analysing prospective and current customer requirements and develop a profitable and suitable solution to meet customer needs
* Responsibility for the design of complex business solutions that integrate all data, voice, video communications and systems components into an effective network
* Providing Technical and Infrastructure Design for Managed Services solutions including cost and risk assessment
* Design activity and associated costs for in-contract and new projects for networking and is also responsible for working with groups to deliver those projects.
* Being able to run managed hybrid and point solutions as lead architect, sometimes managing other technical leads in the delivery of an end to end solution.
* Fully accountable for solutions proposed and provide support for implemented hybrid solution designs
Pre-Sales
* Being highly proactive with sales engagement for the development of best value for money and best of breed solutions.
* Pro-active identification of cross-sell and up-sell opportunities
* Perform customer focused enterprise technology presentations from 'technical' to CIO level.
* Engagement with Vendor Sales/Systems Engineers (and equivalent staff) to ensure better alignment in solutions and technology positioning.

3rd level Technical support
* Assist Customer Delivery teams as required for high-level operational support including architectural views in support or Level 3 fault resolution. This would entail in depth knowledge of the networking solution and active participation within problem troubleshooting analysis.

Continuous Improvement
* Ensuring technical qualification of third parties in support of incremental business and solution responses, including technical evaluation of third party deliverables
* Continuously update and improve own and designated knowledge and understanding of the communication and systems industry
* Maintaining a detailed understanding of installed solutions.
* Maintaining a detailed understanding of current and emerging technologies relevant to the role.
* Agree certifications which are to be renewed with people manager and the required activities around each.

Qualifications/Experience
This is a senior role, requiring a minimum of 7 years technical experience, with at least 3 years pre-sales/Embedded Architect experience (at senior IT / executive level).
* Experience in developing detailed customer technical designs, bills of materials and Client proposals, both in response to ongoing operational in-contract needs and in major project Change Request scenarios.
* Experience in providing a high level of technical advice and expertise to support, identify and maintain architectural integrity of a deployed customer ICT environment
* Experience in a Managed Solutions environment (including maintaining large corporate networks) - you must be seen as an industry technical/architectural expert in this area.
* Experience in providing support or leadership (from an architectural perspective) to operational support teams for problem resolution and troubleshooting activities
* Expertise in managing diverse technical solutions
* Detailed understanding of one or more of the following technology areas:
* Genesys, NICE CXone
* Voice Biometrics
* Session Border Controllers
* High level of technical know-how involving a large variety of functions inside and relationships outside.
* Sound working knowledge of the market, third parties and experience in an outsourcing environment
* Proven project coordination skills
* Strong analytical skills
* Strong communication and presentation skills
* Strong verbal, written, presentation and effective listening skills
* Strong interpersonal, negotiation and client presentation skills
* Ability to question current processes and status quo and devise improvements
* Takes ownership of issues
* Solid business ethics

If you are someone with the following skills, Please apply through the link below and we will get in touch with the suitable candidates.