What are the responsibilities and job description for the Contact Center Architect| position at RIT Solutions, Inc.?
Role description :
- Develop and manage the program roadmap and ensure the alignment of the overall design with application requirements and industry best practices.
- Provide technical leadership and guidance to development teams, ensuring that solutions are delivered to the highest standards.
- Analyze and optimize applications for performance, scalability, and cost-effectiveness. Implement best practices for optimizing resource usage, reducing latency, and improving the overall efficiency of cloud-based applications.
- Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
- Identify and manage dependencies between projects within the program.
- Develop and maintain comprehensive architectural documentation, ensuring that designs are communicated effectively to stakeholders.
- Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to deliver integrated solutions.
- Act as a point of escalation for complex technical issues, providing expert-level troubleshooting and resolution.
- Responsible to understand solution in depth and how it integrates with other United internal systems to deliver business value.
- The role supports all teams globally, works closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company's goals.
- Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
- Identify and manage dependencies between projects within the program.
- Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions.
- Implement and manage architecture governance standards and process.
- Identify, assess, and manage program risks, developing mitigation strategies where necessary.
- Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success.
- Make recommendations for cost optimization and efficiency improvements.
- Manage vendor relationship.
- Solve / work high impact problems / projects, and provide resolution to restore services
- Provide Root Cause Analysis (RCA) post restoration of service
- Design testing approaches, complex processes, and assist with the automation of repetitive tasks
- Review requirement documents, define software requirements and update processes and procedures as necessary
- Ensure ongoing compliance with regulatory requirements
- Conduct project related research
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Contact Center Transformation
- Genesys
- CCaaS
