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Technical Business Architect

Employer
Technogen, Inc
Location
Minneapolis
Salary
Competitive

View more

Industry
Construction
Role
Architect
Job Type
Long-Term
Hours
Full Time
DescriptionOptum OmniChannel Business ArchitectOVERVIEW: The Optum OmniChannel Business Architect is a leadership role performing a highly collaborative function across business and IT teams to envision and deliver Omni capabilities to the business. The Business Architect, working with CCS resources (e.g. call flow analyst, platform lead), Suppliers (e.g. Genesys), and enterprise partners (e.g. Optum CIO enterprise architects), collaborate with the business to develop an end-to-end view of Omni capabilities for implementation. Deliverables include high level requirements, designs, and diagrams articulating the Omni solution to be delivered. Solutions vary across lines of business, channels, and integrations (e.g. CRM Additionally, this role will focus on the delivery of enterprise business and technical capabilities for contact center infrastructure, applications, solution designs, integration to other enterprise systems, and development of end-to-end solutions for all Contact Center Services technology platforms. This role brings a holistic perspective of real-time communications, information, and architectures, and both leads and collaborates across functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives.IDEAL BACKGROUND: The ideal candidate has a strong background in voice and data telecommunications working with software vendors such as Genesys, Avaya and Cisco. They must be well versed in translating business to technical requirements specifically for call center agent migrations across technology platforms as well as other Omni related channels such as IVR, chat, SMS, email. Co-browse, and chat/voice bots. For this role at Optum, we are migrating agents from Avaya/Cisco to a Genesys platform.TOP REQUIREMENTS: Genesys technical implementation knowledge or related skills with a similar software vendor, Business requirements gathering and analysis for call center agent migrations, Ability to lead a large cross-functional team What experience will set candidates apart from one another? Proven ability to lead large enterprise call center agent migrations between technology platforms.Is this person a sole contributor or part of a team? Part of a team.If so, please describe the team? (Name of team, size of team, etcOmniChannel Architecture team 10-12 Business Architects.What are the top 5-10 responsibilities for this position? (Please be detailed as to what the candidate is expected to do or complete on a daily basis) Leads and participates in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise OmniChannel architecture. Defines and communicates the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones Engages in business analysis and design for contact routing, personalization, OmniChannel, and self-service analysis and design. Analyzes and defines business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of OmniChannel business capabilities. Translates enterprise and/or business requirements into long-term technical architecture, OmniChannel, and data lake solutions.What software tools/skills are needed to perform these daily responsibilities?Telecommunications background, Genesys software call flow analyst, business and technical analyst, Technical writer.What skills/attributes are a must have?Telecommunications background, Genesys software call flow analyst experience, experience in at least some Genesys Digital Technologies/Channels (Chat, SMS, Email, Co-Browse etcWhat skills/attributes are nice to have?Business and technical analyst, Technical writerWhere is the work to be performedRemote Worker. Plus if commutable to Plymouth MN site code MN013What are the work hours?8am-5pm Monday through FridayWhat type of interview process is preferred?Initial interview will be a 30 minute audio call followed by another round or two with other team members. Required Skills : 1. Telecommunications background 2. Genesys software call flow analyst experience 3. experience in at least some Genesys Digital Technologies/Channels (Chat, SMS, Email, Co-Browse etc focused in digital architecture; less inbound voice migrations Looking for experience within digital, SMS, email, non-voice, chat, etc Business architect - know those challenges for the road map with very aggressive timelines Wants someone with Genesys experience, and non-voice channels, migrating projects 1. Digital experience, people who usually have that are usually solid individuals; deeper experience, broader experience, with voice and digital 2. Being able to be sharp conversational; someone who can handle the context of the role, often leading a conversation, walking through a process, walking through a call of 10+ work, can drive the conversation Basic Qualification : Usually deep contact center background Senior BA historically working into consultative and driving these migrations Extremely detailed design, not just business analyst Additional Skills : Usually deep contact center background Senior BA historically working into consultative and driving these migrations Extremely detailed design, not just business analyst remoteBackground Check :YesDrug Screen :YesNotes :Large Genesys migration taking place within complex / enterprise-level environment. no subvending remote role Selling points for candidate :remoteProject Verification Info :Candidate must be your W2 Employee :YesExclusive to Apex :NoFace to face interview required :NoCandidate must be local :NoCandidate must be authorized to work without sponsorship ::NoInterview times set : :NoType of project :Architecture/DesignMaster Job Title :Architect: Apps (Other)Branch Code :Minneapolis

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