Citi Group Contact Center Solutions Architect - VP 

United States, Texas, Irving 

275866772

Responsibilities:

• Architect role for Contact Center infrastructure

• Responsible to understand solution in depth and how it integrates with other Citi systems to deliver business value.

• The role supports all teams globally.

• Works closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company’s goals.

• Develop and manage the program roadmap

• Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.

• Identify and manage dependencies between projects within the program.

• Communicate program status, risks, and issues to stakeholders and executive leadership.

• Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions.

• Implement and manage program governance standards and process.

• Identify, assess, and manage program risks, developing mitigation strategies where necessary.

• Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success.

• Make recommendations for cost optimization and efficiency improvements.

• Manage vendor relationship.

• Solve/work high impact problems/projects, and provide resolution to restore services

• Provide Root Cause Analysis (RCA) post restoration of service

• Design testing approaches, complex processes, and assist with the automation of repetitive tasks

• Provide technical/strategic direction to team members

• Review requirement documents, define software requirements and update processes and procedures as necessary

• Ensure ongoing compliance with regulatory requirements

• Conduct project related research

• Has the ability to operate with a limited level of direct supervision.

• Can exercise independence of judgement and autonomy.

• Acts as SME to senior stakeholders and /or other team members.

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

  
  Qualifications:
• 3 or more years of experience in NICE CXone and or Genesys CX environments.
• 3 or more years hands-on experience of software development, to include design, custom and common coding (JavaScript, nodejs), and testing of real time systems.
• 3 or more years’ experience with development and consuming Web services (SOAP & REST) and clear understanding of SOA based web services.
• Understanding of OOP and efficient programming concepts to reduce tech debts.
• Experience with enterprise level CCaaS architecture for complex business needs.
• Experience creating and presenting to executive level stakeholders (technical and non-technical).
• Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
• Existing knowledge and/or industry certifications for NICE CXone and or Genesys CX and process automation technologies
• Contact Center as a Service (CCaaS) software management and domain experience.
• NICE CXone and CXone Studio Experience
• Genesys CX Architect Experience
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.
• Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Proficiency in productivity applications like Confluence, JIRA, draw.io.
• Strong technical, analytical, and problem-solving skills.
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
• Ability to establish and maintain strong working relationships with key internal associates and partners.
• Self-motivated, attention to detail and excellent judgment skills.
• 5 or more years’ experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.

Education:

• Bachelor’s/University degree, Master’s degree preferred

Anticipated Posting Close Date:

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