Advisory Services Senior Manager – Financial Services – Contact Center Solutions Architect

Advisory Services Senior Manager
– Financial Services
– Contact Center Solutions Architect

Consulting

Requisition # UNI00GJ8

Post Date Feb 15, 2021

EY is the only professional services firm with a separate business unit (FSO) that is dedicated to the financial services marketplace.

Our FSO teams have been at the forefront of every event that has reshaped and redefined the financial services industry.

If you have a passion for rallying together to solve the most complex challenges in the financial services industry, come join our dynamic FSO team!

About EY

As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world.

This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better.

So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Join us in building a better working world.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Apply now.

Essential Functions of the Job:

A Contact Center Solution Architect providesarchitecture leadership & subject matter expertise to client engagementsfocusing on complex & innovative products and solutions for the contactcenter industry

As part of a client engagement, the solutionarchitect develops solution plans intended to support business investmentdecisions which means they must hold the appropriate balance between costs,risks and desired business outcomes

The solution architect creates innovative andpractical designs that account for the end-to-end technical solution of a contactcenter system, in line with the business strategy and objectives

For that, he/she works closely and continuouslywith business and technology leadership to architect technical solutions thatunify the goals of both business and technology

He/she understands the role of digital andself-service technologies and how those other channel experiences integratewith the contact center to deliver front to back solutions.

He/she ensures relevant technical strategies, policies,standards and practices are applied correctly across Technologyprograms/projects and products.

He/she also contributes to the development ofarchitecture governance structures, methodologies and compliance activities

He/she works with vendors to assess vendorproducts, understand vendors delivery models and assist in implementing themat EY.

A solution architect can work across multipleprojects with varied stakeholders.

He/she sets architectural direction,builds consensus, mediates conflicts providing technical leadership andadvisory services to the business.

He/she anticipates needs and potentialobjections and helps to create an environment which solicits positivecontributions from all participants: Solution and Technical Architects, engineeringteams, product manager, project managers, product analysts, test and projectteams, Information Security and Operations

He/she has excellent interpersonal communicationand organizational skills that are required to operate as a leading member ofglobal, distributed teams that deliver quality services and solutions.

He/she cultivates lasting relationships acrossbusiness, IT and vendors / industry analysts to maintain insight into thebroader enterprise as well as industry trends.

He/she recognizes industry technology trends andemerging technologies, understands how they apply to our clients and can drivetheir adoption into their organization.

He/she evangelizes the latest thinking andemerging technologies within the contact center industry.

Analytical and Decision-Making Responsibilities:

A Solution Architect:

Understands themarketplace of contact center and adjunct solutions including on-prem and cloudconfigurations

Helps clientsunderstand the different options and configurations for their future statecontact center architecture (integrated with their digital solutions, bothcurrent and future state)

Converts business and technical requirementsinto contact center technology solutions

Considers the art of the possible, comparesvarious architectural options based on feasibility and impact, and proposesactionable plans

Assesses and manage multiple technicalchallenges simultaneously

Ensures architectural deliverables meet schedules,estimates, and quality requirements

Applies judgment when suggesting vendorsolutions (on-prem and cloud), application development/engineeringmethodologies, processes, and practices, to meet all project requirements;including aspects of product design, information security, code maintainability,and reliability

Anticipates project issues and risks before theyoccur, and work with teammates to identify and implement solutions ormitigations with relevant stakeholders

Should possess good product instinct andexcellent project management skills to push projects over the finish line withsound planning and persistent execution

Demonstrates strong analytical and technicalproblem-solving skills

Can analyze and operate at various levels ofabstraction

Can balance what is strategically right withwhat is practically realistic by balancing the risk to the project, product orto the firm.

Supervision Responsibilities:

A Solution Architect:

Can lead a diverse group of project stakeholdersand members towards successful delivery of a contact center project.

Provides formal and informal coaching on-the-jobto grow team members to their full potential.

Mentors junior members of theteam and reviews their work acting as a best practice / quality resource

Able to delegate when appropriate but leads byexample when required

Receives general direction from the SolutionArchitecture Leadership Team.

Works with architecture leaders and peers,business stakeholders/clients, product owners, project managers, productmanagers, engineers, product analysts and business stakeholders to drive aprojects progress and ensure success

Knowledge and Skills Requirements:

A Solution Architect:

Has an advanced understanding of contact center solutionarchitecture.

Can adopt and relate new technologies and vendorenhancements to the set of problems faced by our clients

Can communicate solutions, ideas, suggestions toa variety of business and technology stakeholders effectively andcomprehensibly

Possesses strategic business and technology acumenand understanding of organizational strategy

Deep understanding of Application,Infrastructure and security architecture and non-functional aspects likePerformance, Scalability, Reliability, Availability, all the so-calledcapabilities of a system

Understanding of latest cloud computing and datatechnologies, business drivers, emerging computing trends, and deploymentoptions.

Expert in defining, designing and developingdistributed and scalable products and services including solutions fromGenesys, AWS, Five9, NICE nContact, etc.

Able to navigate the EY organization tofacilitate work beyond the immediate technical team

Experience with Agile & DevOpsmethodologies;

Excellent project management, collaboration,interpersonal and communication skills

Broad understanding of EY Technology, includingservice offerings, technical standards and policies, technical and businessstrategies as well as organizational structure

Strong collaborator willingness to shareideas, documentation and leading practices

Conceptual and analytical thinker ability toextract, analyze, and document complex business and technicalrequirements/strategies

Job Requirements:

Education:

Bachelors Degree or equivalent in Engineering,Computer Science, IT, Mathematics, Economics preferred or demonstratedexperience and on-the-job learning that supports the skillset required

Experience:

Minimum of 10 years overall IT industryexperience

Minimum of 7 years in a contact center solutionor technical architect role

Experience in architecting and designing corecontact center and adjunct technology solutions (both on-prem and cloud)

Possesses deep knowledge on contact center solutionarchitecture spanning across all aspects of each system and how it can beapplied in a business context

Experience moving contact centers from on-premto cloud

Experience with contact center resiliency and DRcapabilities

Experience in solution cost estimation

Solid business acumen, management and marketingcommunication skills

Significant experience in presenting ideas,products, concepts to varied audiences.

Experience coaching and mentoring others

Proven experience in delivering effective contactcenter solution architecture strategies

Experience supporting peer teams and theirresponsibilities; such as infrastructure, operations, engineering,info-security

Other Requirements

This role may include business travel dependingon client requirements and expectations.

Desired Qualifications

Understanding of contact center competitive landscapeand the ability to help clients work through platform considerations,comparison, and selection.

A desire to continue to stay up-to-date on theevolution of contact center and adjunct te