Wednesday, May 9, 2018

Contact Center Solutions Architect



 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
Copora is a privately owned, low volume specialist recruitment agency with offices in both London and Dubai allowing us to have global reach and a strong presence across both EMEA and APAC. Our focus is our people - allowing us to be the partner of choice for recruitment solutions within the Financial Services, Technology, Management Consultancy and Legal sectors.

In an increasingly interdependent and connected world we understand that human relationships are ever more critical to business success. We are an expert team of consultants based across London and Dubai which allows our business to be the preferred recruitment agency for professionals seeking to navigate a complex market.

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