Job Description

Information Systems Architect
Job Number: 21-11762
 
Join the Eclaro Team! Eclaro is looking for an Information Systems Architect for our client in Carrollton, TX.
 
Eclaro’s client is an industry-leading managed service provider that works with multinational hospitality clients to enable an integrated approach to analyze and manage external talent on a global basis. If you’re up to the challenge, then take a chance at this rewarding opportunity!
 
Position Overview:
  • Utilizing an in-depth engineering knowledge of contact center technology and understanding of Client business challenges and opportunities, the System Engineer, Contact Center Systems is responsible for the design and implementation of solutions that exceed customer expectations in terms of functionality, cost of ownership and implementation timeline.
 
Responsibilities:
  • Design, implement, and maintain the organization's application systems and/or IT infrastructure
  • Provide an architectural framework for information system development, maintenance, and enhancement efforts
  • Understand user and process requirements and ensure those requirements can be achieved through high quality deliverables
  • Work closely with developers and engineers to develop road maps for applications, align development plans, and to ensure effective integration among information systems and the IT infrastructure
  • Monitor technological advancements to ensure that solutions are continuously improved, supported, and aligned with industry and company standards as well as emerging business requirements
  • Understand the interactions between systems, applications, and services within the environment, and evaluate the impact of changes or additions
  • Analyze business needs and recommend solutions that enable Client’s customer-engagement hub strategy
  • Support the department mission of serving as trusted adviser to Client leadership regarding contact center ops tools & services, the value delivery chain and data generated and consumed by those services
  • Following Client project management standards and working through internal and external resources, deliver successful projects on time and within budget
  • Maintain current technical knowledge of the contact center landscape in order to drive the implementation of innovative applications and services that support the operational departments of Client
  • Provide end-to-end service management oversight of contact center ops tools and services
  • Harvest data from ops tools to improve customer experience, management decision making and overall operational performance of the customer engagement hub
  • Lead the transformation of Client’s customer interactions technology from a premise-based Client managed infrastructure model to an API-led cloud and SaaS model, rationalizing legacy systems and reducing overall cost envelope of legacy servers, data centers and computer rooms
  • Coordinate with the Network Engineering, Systems Engineering and Global Information Security teams for new and in-service systems to optimize and integrate such systems within the global network, telephony and systems environment, following Client standards and high-level IT goals and objectives and resolving support issues
  • Work closely with the Product & Delivery teams and SaaS providers to provide application delivery of all Client applications and specifically on applications or services that provide or integrate with contact center ops tools & services to deploy, integrate, instrument, optimize and monitor performance and support new Client initiatives within an end-to-end services framework
  • Serve as subject matter expert for the integration of ops tools & services and the data and events that flow between these systems and other services within the Client ecosystem
  • Perform other duties as assigned by the department leadership
 
Qualifications:
  • 5 years Contact Center technology including networking/telecommunications engineering, contact center operations, vendor and service management, security
  • 3+ years experience in vendor/service management including cloud based services
  • Proven project management experience
  • Demonstrated experience with virtual/remote technology, concepts and tools
  • Proven track record of successful architecture, design and build of contact center applications, including but not limited to: ACD (Avaya), IVR, CTI, call recording, speech & text analytics, workforce management
  • Must be able to work with people at all levels of the organization and have excellent communication skills, oral and written
  • Proven ability to solve problems and apply critical thinking skills, interpret inputs and make sound decisions
  • Comfortable working in a fast paced and ever changing environment with often ambiguous business requirements and multiple competing priorities
  • Proficiency with SQL for reporting and ETL
  • Experience deploying systems using cloud or SaaS solutions
  • Experience with Salesforce applications integration & support
  • Experience with DevOps concepts and tools
  • Proficiency with web/scripting languages: PHP, VB, Javascript
  • Practical experience with ITIL concepts - ITIL training and certification preferred
  • Proficiency in deploying and supporting applications in Linux and open source environments
  • PMP certification
  • Assessment, integration, and operations of cloud-based & SaaS platforms including Contact Center as a Service
  • Experience in development of plans, proposals and business cases including financial analysis of various options and championing of proposals to achieve buy-in
  • Bachelor's degree or a combination of 8+ years of contact center technology experience with demonstration of on-going self-development in the IT field
  • MS/MA/Master's Degree
  • MCSE, Network+, CCNP, CCIE or other formal network training
 
If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro
 
If interested, you may contact:
Kath Torres
katherine.torres@eclaro.com
5134499042
Kath Torres | LinkedIn
 
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
 

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