Systems Solutions Architect
FedEx PortugalLisboahá mais de um mês
Descrição
FedEx Express is seeking a Systems Solutions Architect to lead the development and execution of our Contact Center as a Service (CCaaS) platform roadmap. You will ensure alignment with business goals, customer needs, and technology strategy while identifying opportunities to enhance platform capabilities through innovation and emerging technologies. This role requires staying current with industry trends and collaborating with product management, sales, marketing, and other stakeholders to define, prioritize, and deliver new features and enhancements.
In this position, you will oversee the architecture, design, development, implementation, and ongoing maintenance of the CCaaS platform, ensuring solutions meet enterprise standards for reliability, scalability, security, and performance. You will lead the integration of CCaaS solutions with enterprise systems including CRM platforms such as Salesforce and Microsoft Dynamics, and guide best practices in IVR design, datastores, call flows, and omnichannel customer journeys. Additionally, you will lead Agile delivery practices and serve as a key liaison between development teams, architects, operations, and internal business stakeholders.
You will collaborate with CCaaS vendors and technology partners to ensure quality delivery, provide regular updates on platform performance and risks, and support governance and technical decision-making activities. This hybrid role requires strong leadership, excellent communication skills, and a strategic mindset combined with a customer-centric approach to improving the overall customer experience.
Competências
- Contact Center as a Service (CCaaS)
- Genesys Cloud
- NICE CXone
- Amazon Connect
- Five9
- SIP
- VoIP
- Call routing
- IVR design
- Salesforce
- Microsoft Dynamics
- Agile development methodologies
- Omnichannel communication strategies
- Workforce Management (WFM)
- Quality Management (QM)
- Contact center analytics
- Cloud architecture
- Hybrid environments
- Enterprise architecture
- Leadership
- Stakeholder management
- Problem-solving
- Strategic planning
Responsabilidades
- Develop and execute the CCaaS platform roadmap, ensuring alignment with business goals, customer needs, and technology strategy
- Identify opportunities to enhance platform capabilities through innovation, automation, and emerging technologies
- Stay current with industry trends, vendor capabilities, and best practices across contact center and CCaaS technologies
- Collaborate with product management, sales, marketing, and other stakeholders to define, prioritize, and deliver new features and enhancements
- Oversee the architecture, design, development, implementation, and ongoing maintenance of the CCaaS platform
- Ensure solutions meet enterprise standards for reliability, scalability, security, and performance
- Monitor system performance, availability, and capacity, proactively identifying and resolving risks or issues
- Lead and guide the integration of CCaaS solutions with enterprise systems, including CRM platforms and third-party applications
- Ensure best practices in IVR design, datastores, call flows, routing strategies, and omnichannel customer journeys
- Lead Agile delivery practices, including sprint planning, stand-ups, reviews, and retrospectives
- Collaborate with CCaaS vendors and technology partners to ensure quality delivery and alignment with architectural standards
- Act as a key liaison between development teams, architects, operations, and internal business stakeholders
- Provide regular updates on platform performance, delivery status, risks, dependencies, and milestones
- Support governance, technical decision-making, and long-term platform planning activities
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