Contact Center Solutions Architect

Job description / Role

We are currently recruiting a Contact Center Solutions Architect for an exciting opportunity here in Dubai. You will be required to design and communicate high-level structural and behavioural aspects of a system, to enable and guide the design and development of integrated solutions that meet current and future business needs in alignment with corporate IT standards and architecture guiding principles.

Requirements

Applications are sought from those with the following experience:

• Bachelors Degree in Computer/Information Sciences
• Understanding of Architecture and design artifacts (ArchiMate, UML models etc.
• Understanding of industry standard development methods (e.g. RUP, SCRUM)
• Experience as a Contact Center solutions architect, well versed in multi-channel technologies and telephony platforms (e.g. AVAYA, GENESYS) with an emphasis on holistic integration of these technologies with CRM solutions (e.g. SALESFORCE, ORACLE).
• 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
• Extensive experience with Salesforce configuration, including workflows, validation rules, Process Builder, and security controls
• Experience defining business requirements, writing user stories, and providing detailed system and functional 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
• Must be willing to travel (average 25%)
• Good to have 3-4 years’ experience in Salesforce (or comparable CRM application) configuration and implementing CRM systems
• Must have excellent oral and written communication, presenting, meeting facilitation, negotiation, decision making, and problem solving skills

About the Company

Stanley James is a privately owned recruitment business with offices in both Dubai and Cape Town allowing us to have global reach and a strong presence across EMEA and APAC. We have an expert team of recruitment specialists that are people centric, knowledgeable and driven to connect talent across all corporate functions. We are the partner of choice for SMEs, niche industry specialists and enterprises across the Technology, Financial Services, Management Consultancy, Legal, Construction & Engineering and Energy & Oil Gas sectors.

We typically recruit a wide range of skillsets across all corporate services, front/back office functions and commercial leadership teams. This includes Finance, Information Technology, Legal, Sales & Marketing, Engineering, C-Level/Leadership, Business Change, Operations, Special Projects and Business Support Services.