*Here is a very urgent requirement. Please respond with qualified resources along with their contact details, email address and hourly rates. ASAP.*
*Position: *Call Center Architect** * * *Location: ** *Foster City, CA** *Duration: ** 8 +Months* * Position :2 * *Hourly Rates: *$/hr (all-inclusive)** Job Description: Translate business requirements into architecture, development, and implementation of appropriate applications using standard IT practices. Conversely, explain technical capabilities, considerations and features in business terms. Integration and implementation of packaged solutions where the business case is met. Identify and deliver the right solutions for call routing, multi-channel self-service, CTI and universal agent desktop. Align solutions with the Visa enterprise architecture standards and coordinate the ongoing and final decisions with the CTO Office. Establish, manage and promote CRM development standards, policies and best practices. Validate project plans to ensure that all technical and operational aspects are taken into consideration. Provide input and expertise on technical tasks, dependencies, risks, and options. Review and assess impact of proposed scope changes on the long-term objectives. Assist in defining and implementing vendor governance and control process for outsourced partnerships and engagements. Provide ongoing direction and analysis of trends and opportunities. Partner with Technology Operations on system performance, reliability, and service support levels by measuring key processes and integrating continuous improvement. Prepare and deliver communications regarding Technology´s strategies, initiatives, and performance to internal and external audiences. Product analysis and selection, and existing system analysis and recommendations. Support executive management and project teams in technology decisions and implementation of technology strategy. Serve as the SME representing Call Center Technologies at the Visa enterprise architecture level. Serve as escalation and communication point for all technical issues. Make technical decisions to support objectives of cost and risk reduction. Maintain in-depth, up-to-date knowledge of standards, guidelines, trends as they apply to the customer care technology. REQUIREMENTS 5+ years of software development - 6-8+ years of intensive experience in customer care applications specifically CTI, IVR, call routing and integration with ACD and dialer systems. - Practical knowledge of "best-in-class" contact center technologies. - Experience with implementing complex solutions involving Web Services, SOA, and VXML. - Proven success in large-scale implementations involving complex corporate environments, and consolidation of various systems on a single platform. - Must have System Development life cycle experience. - Extensive experience in shaping a strategic vision, driving execution and leading change. - Hands-on knowledge of testing, implementations, maintenance and support of in-house and vendor provided systems. - Strong leadership and motivational skills to ensure that technology solutions continuously meet the evolving needs of the business. - Solid working understanding of the Technology organization and its operations. - Global/International experience and the ability to work across cultures and time zones. - Comfortable in an environment of rapid change and ambiguity with the ability to make decisions understanding the risk. - Ability to deliver creative technical solutions to business problems. - Motivated by the long term. Results driven, ensuring short-term goals are achieved that support long-term initiatives with an appropriate sense of urgency. - Ability to work efficiently, managing timelines and expectations, and producing high-quality deliverables. - Experience with environment sizing for all tiers, multiple servers, load balancing, and failover/disaster recovery. - Excellent documentation skills. - Outstanding communication skills and ability to explain and showcase your technical decisions to various audiences. - I will contact you, if I need more information *Thanks & Regards* *Mac Smith*** ** 710 E || Ogden Ave || Suite #110 || Naperville || IL 60563 || Ph: *(630)-364-4263*|| Fax: (630) 206-0325|| Email: *...@keeninfotek.com<http://mail.google.com/mail/m...@keeninfotek.com%20> * || www.keeninfotek.com Yahoo ID : Macsmith786 Gtalk :macs4985
