Lead Architect (m/w)

Rhein - Main - Gebiet  ‐ Vor Ort
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Schlagworte

Beschreibung

Sehr geehrte Damen und Herren,

nachstehend eine Anfrage bei der wir aktuell Unterstützung benötigen.

Für unseren Kunden suchen wir einen Lead Architect (m/w)


Start: Asap
Dauer: 3 – 6 Monate mit Option auf Verlängerung
Ort: Rhein – Main - Gebiet
Auslastung: fulltime


Beschreibung
Es handelt sich hierbei um ein Projekt in UK, welches jedoch von Deutschland gesteuert wird.

Role Description
Architect required for End-to-End lead in Contact Centre project, to migrate 6,000 agents onto a new call routing solution.
This role is required to have a good working knowledge of Contact Centre operations, and must be able to understand the end-to-end technical perspective for services such as Inbound and Outbound calls, Real-time and historic Reporting, Agent Workflow Management, Agent and Supervisor Workspace functionality and the Onshore/Offshore model.
The viewpoint must be taken through all the layers from telco customer handset to Agent desktop, across the mobile network, through the SSP, SBC, IVR, Call Routing and up to the Agent desktop (via Citrix).
The candidate must be able to describe at a reasonable level of detail all of these ‘services’ (Inbound and Outbound calls, etc), and discuss the way the various paths (Signalling, Media, Recording) navigate through these layers for each service.
This role will take the lead position in design and delivery of the End-to-End solution, working with internal TS and external partners, to ensure the solution meets the Customer requirements.
This role will have significant exposure to the Customer, at very senior level, and the candidate must be able to confidently address a range of audiences from technical peers to senior management, and describe the solution concepts in a manner appropriate to the audience level.

Knowledge and Experience
Contact Centre telephony – important. If this is not possible, at least some significant knowledge of IP Telephony (SIP based) on a large scale.
Contact Centre ‘agent/service migration’ experience would be a big benefit, or some kind of telephony system upgrade
Contact Centre operations – if possible
Mobile Telecoms – if possible

Skills
Good understanding of Intelligent Networks and their operation
Good understanding of Session Border Controller devices and their operation
Good knowledge of Signalling and Media gateway devices and their operation
Strong knowledge of IVR functionality is important, preference for Voxeo IVR if possible
Good knowledge of Genesys application suite (preferably v8, but v7 ok), for call routing within the contact centre

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Mit freundlichem Gruß

Mike Jakobowsky
Partner Manager

IPSWAYS - IPS Projects GmbH
Isaac-Fulda-Allee 9
55124 Mainz
Tel:
Email:
Start
03.2012
Dauer
6 Monate
(Verlängerung möglich)
Von
IPSWAYS - IPS Projects GmbH
Eingestellt
24.02.2012
Ansprechpartner:
Philipp Werum
Projekt-ID:
322999
Vertragsart
Freiberuflich
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