15 days old

Contact Center Architect

Arlington, VA 22201
  • Job Code
  • Payrate
    $65 To $70

Randstad is looking for a Senior level position for a Contact Center Architect, must have at least an Interim Secret Clearance.

The candidate must have expert-level knowledge of contact centers and will be responsible for leading projects through the requirements definition and solution design phases. The candidate will be responsible for the overall solution design to meet the business requirements and fulfill user stories, and for leading a team of resources through the build, test, and deployment phases. The candidate must demonstrate progressive leadership in the full life cycle of developing the contact center.

Through user story definition, logical data model design, functional system design, and best-practice methodologies, you will be responsible for the detailed design of the contact center requirements. Must have experience with external systems like Cisco VoIP, MS Exchange etc.

Experience as a Contact Center solutions architect, well versed in multi-channel technologies and telephony platforms, with an emphasis on holistic integration of these technologies

Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centers / contact center key metrics within each and what it takes to grow from a call center to contact center

Experience working with field service software

Experience in agile software development methodologies throughout the whole life cycle with repeated and demonstrable success

Experience defining business requirements, writing user stories, and providing detailed Salesforce system and functional designs

Experience in documenting business processes and wireframing system designs using process flow diagram tools, UML, sequence diagrams, etc. as well as making recommendations for future state improved processes and system designs

Expert level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering a comprehensive solution that will enable achievement of the desired business outcomes

Experience integrating Salesforce with different business systems, basic understanding of programming logic and constructs, specifically in Salesforce, and their use in software development

Bachelor's degree in Computer Science or related field, Graduate degree preferred or related experience

At least Interim Secret Clearance Required

Remote with travel East Coast and Washington DC metro area preferred locations

Proven experience in overseeing the direction, development, and implementation of Contact Centers

Strong performance record of center requirements analysis, design and integration with external systems

Must have excellent oral and written communication, presenting, meeting facilitation, negotiation, decision making, and problem solving skills

Must be a team player as demonstrated through a customer qualification of a large scale/enterprise implementation with multiple work streams


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Contact Center Architect

Randstad Technologies
Arlington, VA 22201

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Randstad Technologies
Arlington, VA

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