Solution Designer – Contact Centre / Ccaas – Hybrid
| Company | Capco |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years of Solution Design experience
- A contact centre Solution Designer who understands CCaaS and the multiple vendor solution options
- Must have executive presence to support SteerCo meetings
- Previous experience working very closely with technical delivery teams
- Demonstrated experience leading large, complex application development projects
- Experience with software re-write / re-engineering / re-factoring projects
- Able to lead deep-dive technical discussions for solutioning
- Able to provide estimates for duration/effort of design/development activities
- Experience and capabilities to speak with customer leaders to extract expectations, influence direction and manage expectations
- Excellent people skills
- Comfortable speaking and presenting to senior stakeholders and clients
- Ability to think strategically and execute tactically, enabling cross-business teams
- Ability work in fast pace environment while following best practice and company process
- Highly driven and passionate about customer satisfaction, product development and technology
- Excellent oral, listening, and written communication skills
- Excellent presentation skills
Responsibilities
- Plan, manage and facilitate the successful execution of program timelines and milestones within various design and technical teams.
- A technology delivery lead to liaise with vendors and stakeholders to manage the delivery of a program within the contact center space
- Works closely with stakeholders to move delivery along and remove any roadblocks, escalate to senior leadership, etc.
- Collaborate with internal and external contributors to build a client specific co-delivery plan while adhering to implantation processes.
- Must be tech savvy and be able to work with both business, tech, architecture, solution design teams
- Actively track all activities and their status; accountable for critical project deadlines and tasks
- Proactively engage with customers to understand project requirements, manage expectations, provide project updates and ensure overall customer satisfaction
- Prepare work schedule and timelines with the customer and the extended team
- Anticipate and mitigate potential issues with project delivery.
- Regularly communicate and maintain a bridge between the customer and Capco to ensure best practice in implementation and onboarding
- Maintain up to date documentation and communicate findings to key stakeholders
- Regularly communicate project status and circulate project information to the team
- Obtain final sign-off and ensure customers are fully satisfied with project completion.
- Prepare and ensure seamless handoff of newly implemented customers to the operations team
Preferred Qualifications
- Banking experience desirable but not necessary