Offers “Lbrands”

Expires soon Lbrands

Applications Architect – Call Center Technology

  • Internship
  • Reynoldsburg, USA
  • IT development

Job description

Description

TITLE:  Call Center Applications Architect

PURPOSE:

Call Center Applications Architect will oversee the suite of back office applications to make sure they are working together properly with a focus on advancing Customer Care Center Tools utilizing products like Salesforce and Oracle Cloud solutions. This lead should also be able to articulate impacts to/from integrated systems for any changes. Additionally, this person must come up with the overall vision the application or software will fulfill in accordance to the call center roadmap and work with other information technology team members to execute a plan that turns that idea into a reality. This individual must have a well-developed business sense and can understand how a particular solution fits into the overall needs a company has. Must be an excellent communicator. In their efforts, this role will balance architectural concerns of the projects with the concerns of the enterprise.

RESPONSIBILITIES:

• Consistently demonstrate L Brands enterprise and functional competencies.
• Liaise with the business to understand the needs of business
• Liaise with other IT teams to design solution architecture for the business
• Ensure compliance to solution architectural design in the implementation of projects
• Provide architectural guidance to the team and render consulting and technical support services on project implementation to the project team
• Explain technical issues and IT solution strategies to stakeholders and other IT teams
• Responsible for understanding and leading integrations into the Care Center Tools
o Able to analyze issues and triage to the appropriate development team when necessary
Able to provide clear designs to the internal development team to support requirements.
o Capable of leading all troubleshooting activities to completion.
o Understand data mapping into and out of the Care Center Tools in order to support functional business requirements for the project and for future business requirements
• Understands and can lead a team to execute changes needed in the Care Center Tools system
o Capable of making the necessary configuration changes to resolve issues
o Capable of leading through completion level 2 support items and engaging vendors for support as needed.
• Ability to query and analyze the data within the Care Center Tools for troubleshooting purposes, or business questions around the functionality of the system
• Develop and keep accurate record of artifacts used, expected deliverables, and milestones achieved. Included in this, level 0,1,2 architecture diagrams, upgrade roadmap, data schemas, etc.
• Ensure that solution milestones are accomplished at the right time thru dependency calculating
• Ensure that solution architecture (software and programs) designed are in sync with business needs and hardware.
• Must have moderate understanding of multiple infrastructures. Oracle, DB2, SOA, etc..
• Review the proposal of vendors and suppliers to ensure that quality inputs are delivered at the least possible cost
• Identify and mitigate existing business risk or risks associated with solution architecture.
• Ability to work independently in a fast-paced environment with minimum over sight

Qualifications

QUALIFICATIONS:

• 7+ years’ experience in packaged suite of applications, with an emphasis on Care Center Applications (Salesforce or Oracle Case management, CRM, Chat, Social Media tools).
• Experience using Customer Care center applications like IVR, ACD, CTI, WFM preferred.
• At least 7 years’ experience in retail industry
• Understanding of agile methodologies such as Scrum or Kanban.
• Demonstrated ability to take on a leadership role within and across teams. Ability to present information to senior leadership.
• Experience in analyzing competitive landscape and turning that into action.
• Proven ability to effectively manage projects cross-functionally and meet deadlines in a fast paced, multi-task environment.
• Integration experience with commerce websites and 3rd parties in a retail environment preferred
• Working knowledge of MS word, Power point and Excel, JIRA, Confluence
• Strong interpersonal skills necessary
• Excellent oral and written communication skills – with proven ability to present technical issues to customers in a clear and understandable manner
• Strong organizational skills, detail oriented.
• Curiosity and eagerness a must. Proven ability and desire to inspire and mentor team members.

An equal opportunity employer, we do not discriminate in hiring or terms and conditions of employment because of an individual’s race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status or any other protected category recognized by state, federal or local laws. We only hire individuals authorized for employment in the United States.

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