Advisory Services Senior Manager - Financial Services - Contact Center Solutions Architect

Advisory Services Senior Manager - Financial Services - Contact Center Solutions ArchitectConsultingRequisition # UNI00GJ8Post Date 1 day agoEY is the only professional services firm with a separate business unit (“FSO”) that is dedicated to the financial services marketplace. Our FSO teams have been at the forefront of every event that has reshaped and redefined the financial services industry. If you have a passion for rallying together to solve the most complex challenges in the financial services industry, come join our dynamic FSO team!About EYAs a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.Join us in building a better working world. If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.Apply now.Essential Functions of the Job:· A Contact Center Solution Architect provides

architecture leadership & subject matter expertise to client engagements

focusing on complex & innovative products and solutions for the contact

center industry· As part of a client engagement, the solution

architect develops solution plans intended to support business investment

decisions which means they must hold the appropriate balance between costs,

risks and desired business outcomes· The solution architect creates innovative and

practical designs that account for the end-to-end technical solution of a contact

center system, in line with the business strategy and objectives· For that, he/she works closely and continuously

with business and technology leadership to architect technical solutions that

unify the goals of both business and technology· He/she understands the role of digital and

self-service technologies and how those other channel experiences integrate

with the contact center to deliver front to back solutions.· He/she ensures relevant technical strategies, policies,

standards and practices are applied correctly across Technology

programs/projects and products.· He/she also contributes to the development of

architecture governance structures, methodologies and compliance activities· He/she works with vendors to assess vendor

products, understand vendor’s delivery models and assist in implementing them

at EY.· A solution architect can work across multiple

projects with varied stakeholders. He/she sets architectural direction,

builds consensus, mediates conflicts providing technical leadership and

advisory services to the business. He/she anticipates needs and potential

objections and helps to create an environment which solicits positive

contributions from all participants: Solution and Technical Architects, engineering

teams, product manager, project managers, product analysts, test and project

teams, Information Security and Operations…· He/she has excellent interpersonal communication

and organizational skills that are required to operate as a leading member of

global, distributed teams that deliver quality services and solutions.· He/she cultivates lasting relationships across

business, IT and vendors / industry analysts to maintain insight into the

broader enterprise as well as industry trends.· He/she recognizes industry technology trends and

emerging technologies, understands how they apply to our clients and can drive

their adoption into their organization.· He/she evangelizes the latest thinking and

emerging technologies within the contact center industry.Analytical and Decision-Making Responsibilities:A Solution Architect:· Understands the

marketplace of contact center and adjunct solutions including on-prem and cloud

configurations· Helps clients

understand the different options and configurations for their future state

contact center architecture (integrated with their digital solutions, both

current and future state)· Converts business and technical requirements

into contact center technology solutions· Considers the art of the possible, compares

various architectural options based on feasibility and impact, and proposes

actionable plans· Assesses and manage multiple technical

challenges simultaneously· Ensures architectural deliverables meet schedules,

estimates, and quality requirements· Applies judgment when suggesting vendor

solutions (on-prem and cloud), application development/engineering

methodologies, processes, and practices, to meet all project requirements;

including aspects of product design, information security, code maintainability,

and reliability· Anticipates project issues and risks before they

occur, and work with teammates to identify and implement solutions or

mitigations with relevant stakeholders· Should possess good product instinct and

excellent project management skills to push projects over the finish line with

sound planning and persistent execution· Demonstrates strong analytical and technical

problem-solving skills· Can analyze and operate at various levels of

abstraction· Can balance what is strategically right with

what is practically realistic by balancing the risk to the project, product or

to the firm.Supervision Responsibilities:A Solution Architect:· Can lead a diverse group of project stakeholders

and members towards successful delivery of a contact center project.· Provides formal and informal coaching on-the-job

to grow team members to their full potential. Mentors junior members of the

team and reviews their work acting as a best practice / quality resource· Able to delegate when appropriate but leads by

example when required· Receives general direction from the Solution

Architecture Leadership Team. Works with architecture leaders and peers,

business stakeholders/clients, product owners, project managers, product

managers, engineers, product analysts and business stakeholders to drive a

project’s progress and ensure successKnowledge and Skills Requirements:A Solution Architect:· Has an advanced understanding of contact center solution

architecture.· Can adopt and relate new technologies and vendor

enhancements to the set of problems faced by our clients· Can communicate solutions, ideas, suggestions to

a variety of business and technology stakeholders effectively and

comprehensibly· Possesses strategic business and technology acumen

and understanding of organizational strategy· Deep understanding of Application,

Infrastructure and security architecture and non-functional aspects like

Performance, Scalability, Reliability, Availability,… all the so-called

“capabilities” of a system· Understanding of latest cloud computing and data

technologies, business drivers, emerging computing trends, and deployment

options.· Expert in defining, designing and developing

distributed and scalable products and services including solutions from

Genesys, AWS, Five9, NICE nContact, etc.· Able to navigate the EY organization to

facilitate work beyond the immediate technical team· Experience with Agile & DevOps

methodologies;· Excellent project management, collaboration,

interpersonal and communication skills· Broad understanding of EY Technology, including

service offerings, technical standards and policies, technical and business

strategies as well as organizational structure· Strong collaborator – willingness to share

ideas, documentation and leading practices· Conceptual and analytical thinker – ability to

extract, analyze, and document complex business and technical

requirements/strategiesJob Requirements:Education:· Bachelor’s Degree or equivalent in Engineering,

Computer Science, IT, Mathematics, Economics preferred or demonstrated

experience and on-the-job learning that supports the skillset requiredExperience:· Minimum of 10 years overall IT industry

experience· Minimum of 7 years in a contact center solution

or technical architect role· Experience in architecting and designing core

contact center and adjunct technology solutions (both on-prem and cloud)· Possesses deep knowledge on contact center solution

architecture spanning across all aspects of each system and how it can be

applied in a business context· Experience moving contact centers from on-prem

to cloud· Experience with contact center resiliency and DR

capabilities· Experience in solution cost estimation· Solid business acumen, management and marketing

communication skills· Significant experience in presenting ideas,

products, concepts to varied audiences.· Experience coaching and mentoring others· Proven experience in delivering effective contact

center solution architecture strategies· Experience supporting peer teams and their

responsibilities; such as infrastructure, operations, engineering,

info-securityOther Requirements· This role may include business travel depending

on client requirements and expectations.Desired Qualifications· Understanding of contact center competitive landscape

and the ability to help clients work through platform considerations,

comparison, and selection.· A desire to continue to stay up-to-date on the

evolution of contact center and adjunct technology – e.g. Genesys, AWS, NICE

nContact, Five9, etc.· Ability to guide clients, based on size and

sophistication, whether on-prem, hosted workloads, single vendor SaaS, or

multi-vendor SaaS best suit their future state business and technology needs.· Understanding of legacy contact center telephony

solutions and future oriented telephony solutions.· Understanding of personalization and the use of

data analytics/AI/ML to improve contact center experiences.· Understanding of how digital personalization

solutions can be extended to the contact center.· Understanding of contact center desktop

solutions and integration options.· Software development full lifecycle

methodologies.EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.