Solution Architecture Manager

Skill required: Tech for Operations - Technology Architecture
Designation: Solution Architecture Manager
Qualifications:BE/Any Graduation/Master of Engineering
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations. The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. We work closely with the sales, offering and delivery teams to identify and build innovative solutions. The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent Automation Process of development of methodical information technology specifications, models and guidelines, using a variety of Information Technology notations. Estimating, architecting, implementing, testing, assessing and selling Technology Architectures, including but not limited to all the ADM Technology Architecture work-stream activities and deliverables, covering the required blueprint & roadmap, analysis, design, build, test and deploy phases.
What are we looking for? •Candidate should have strong expertise in the Genesys Contact Center platform •This is the technical role on voice & contact center capability •Should be skilled on solutioning global transformation and digitization projects – services like Lex, OB Dialer, Omnichannel and other latest BPO industry business/customer experience enhancement •Should have sound knowledge on global voice compliance and regulatory guidelines •Understanding of CCaaS pricing model and ways for cost optimization •Supporting voice & cloud contact center technology globally Playing a role of SME & engaged in solutioning for existing and new customers. Provide operational support for any escalated and complex issues In the past career, preferred Hands-on Genesys contact center experience • Industry certifications in the Field of Voice • A basic understanding on LAN/WAN (routers and switches) • Microsoft OCS/Lynch and Unified messaging • Voice experience with emphasis on Cisco platform with proven design/integration competence with Telco’s ( Across Globe) and different PBX vendors ( Nortel, Cisco etc) • Good Experience with call center technology ( Cisco IPCC) such as ACD (Automatic call distributions), ACD reporting tools, Voice recording solutions including data/screen recording (Nice, Witness etc), WFM (work force management tool) from IEX, Aspect etc
Roles and Responsibilities: • Focusing on the Contact center technology design & standards related work across all Accenture locations globally, reporting to the regional Technology Architecture & Standards Team Lead. • Develop detailed technology designs, budgets & BOMs for firm and its client’s requirements. • Develop and document detailed designs, and technology migration strategies/integration plans for solutions to be implemented. • Evaluate solutions from multiple vendors/options & provide recommendations • Develop & enhance the Contact Center Technology Infrastructure Standards • Develop detailed device configuration standards documents that will be used globally. • Perform device configuration audits against the Device Configuration Standards. • Undertake technology evaluations and present results and recommendations to Senior Management • Ensure that all technology implementations are inline with the planned technical design • Liaise effectively with other groups/teams within Accenture • Lead global architecture design initiatives on-behalf of the team • Contribute to technical operational issues (Tier4) that have been escalated to the team. Operational Support • Resolve detailed technical operational issues(L4) that have been escalated to the team and are within scope of IM&S Network Delivery Architecture • Engage vendors in problem resolution as appropriate