Contact Centre Systems Architect

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA The Senior Customer experience Technical Services (TS) Systems Integration Specialist / Technical Lead is an advanced subject matter expert who is involved in highly complex environments for installation, integration, deployment, configuration and fault management.

This role is able to compile technical specifications in a clear, concise, unambiguous manner to explain the advantages and disadvantages of options leading to the final solution and are able to create alternative solutions as backup planning.

This role works towards expert level certification, whilst at the same time developing business knowledge.

Key Responsibilities

• Interacts with clients on site and remote to meet more complex requirements of a solution.
• Escalates unresolved problems and issues to the relevant third parties.
• Delegates lower complexity tasks to engineers and technicians.
• Assumes responsibility for the coordination of the activities of the engineers, in line with performance targets, leading by example and monitoring the quality of engineer's and technician's work when required.
• Writes reports and proposals and completes and maintains project documentation.
• Assists with the documentation of standard operating procedures relating to installations and fixes.
• Acts as coach and mentor to more junior Implementation Engineers and Technicians.
• Assumes responsibility for the coordination of the activities of the Engineers, in line with performance targets.
• May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
• Included in complex design work, with input to the design expected.
• Expected to take ownership of relevant technologies according to domain or specialization.
• Engages vendors for priority escalations or bugs found during deployments.
• Performs any other related task as required.

Knowledge and Attributes

• Advanced understanding and appreciation of technical design and business principles.
• Advanced project fundamental and administration ability.
• Advanced project fundamentals which are demonstrated in the execution of installations and other assignments.
• Advanced customer engagement skills.
• Advanced relevant domain specialist knowledge.
• Excellent verbal communication skills.
• Client focused and displays a proactive approach to solving problems.
• Advanced ability to coach, mentor and provide guidance to team members.
• Ability to take ownership as technical lead during project lifecycle.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Relevant technology certifications such as: Genesys Cloud, One of Cloud Platform Knowledge (AWS, GCP, Azure).
• Genesys - Foundational Courses - Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics.
• Genesys - Any Genesys Level 4 Courses: (API, GPE/GPR, BOT, AI, etc.)

Required experience

• Advanced work experience in a technical implementation engineering.
• Advanced experience engaging with clients and conducting presentations.
• Advanced report writing experience.
• Advanced project management experience.

Would be an advantage

• VoIP protocol knowledge (SIP/RTP, WebRTC)
• SQL/non SQL knowledge and using
• Web protocols knowledge REST/SOAP

Languages

• Polish - native speaker (mandatory)
• English - min. B2 (mandatory)

Workplace type

Hybrid Working

About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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