Solution Architect - Omnichannel

Onlinemediaexperts Ltd Collinson Group
Haywards Heath
26 Sep 2017
03 Nov 2017
Contract Type
Full Time
Collinson Group a leading global company working across Loyalty, Lifestyle Benefits, Insurance and Assitance and we are currently looking for a Solution Architect with Omnichannel experience to join us on a 6 month contract. The role will work on a number of projects across a variety of sectors for the Global Customer Contact Centre (C3). If successful, you will be responsible for the implementation of the product suite which is focused on building a single customer facing team across our global contact centres, which will deliver a consistent, contemporary service to every single customer. This role may work as part of a project team for larger, complex engagements; or in a primary role on smaller engagements (providing project management support). You must be able to build strong relationships with internal stakeholders and must be effective at communicating verbally and in writing. Additionally, you will have a passion for finding creative ways to more effectively deliver contact centre services and customer experience. Key Responsibilities: - Discover and Propose Strategic Client Integrations - Support of Technical Projects and Requirements at Existing Clients - Support internal Development of Integration Platform - Lead requirements and design workshops - Complete requirements analysis and confirmation - Identify and document specifications for customizations - Confirm functional design - Support of configuration - Support of testing - Document final solution - Lead deployment and hand-off - Communicate with project team, as required, to ensure timely updates to project health, risks, issues and solutions - Consult and assist/work with third-party integrators with data mapping activities, in support of integration, to back office/other solutions - Coordinate and oversee functional implementation activities for internal and partner consultants, developers, and customer points of contact (POC) - Liaise with the Technical Architect for the overall solution - Lead or collaborate on internal projects promoting operational efficiencies and organisational effectiveness - Working through ambiguity and soliciting key information from project team members you will be required to learn quickly and take on board a significant scale of technical and industry knowledge in a short period of time. You will do this by taking a consultative approach to work and able to give and receive constructive fact based criticism where necessary - Define and create Integration SOWs - Project management of paid integrations or custom development - Provide API documentation and answer questions - Integration SOW for new prospect - Setup Platforms for technical configurations - Working with Group Architecture to define Standards and Principles to be used across development teams - Keep challenging the business and IT groups to ensure solutions are innovative. Knowledge, skills & experience required: You will have practical experience of: - Systems development life-cycle and typical problems associated with the implementation of Customer Contact Systems multichannel and Omni Channel, from initial concept through development and implementation to operation and support. - Managing a diverse set of stakeholders, capturing business requirements, performing needs and benefits analysis, translating business requirements into technical specifications. - Experience with delivering solutions for Contact Centre/Customer Services/Operations - Ability to translate and document complex architectural issues to non-technical staff within the business. - Working with highly technical staff and outsourced teams, working on multiple projects towards a common end goal. Skills - Customer service management and call center support - Strong experience working in a technology focused company - Demonstrated leadership skills working with customers and peers - Comfortable leading meetings/ sessions with Senior Management to discuss business process - Excellent oral and written communication skills - Ability to work in a globally distributed team environment, liaising with on-site teams and third parties - Results driven attitude in a fast paced environment - Commitment to quality and customer satisfaction - Comfortable describing technical requirements and process to senior client representative - Able to learn and apply new concepts independently - Comfortable organizing and leading client conversations and projects - Clear technical presentation skills Experience - Customer contact applications - Omni Channel Solutions - Email management systems - MS Outlook - CRM - Voice Avaya platform - Advantage - E-commerce - Web Analytics - Single Customer view - UI/UX - Data Management/BI Collinson Group: Collinson Group is a global leader in shaping and influencing customer behaviours to drive revenue and value for clients. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits, Insurance and Assistance. The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services that increase engagement, loyalty and value for customers. We have more than 25 years' experience, with 25 global locations, servicing over 800 clients in 170 countries, employing 2,000 staff, and managing over 20 million end customers. We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences. All offers of employment are subject to satisfactory references and criminal records checks (DBS).
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