English

Choose your language

IT System Architect - Customer Contact Center

Vacancy details

Discipline: Software
Education: Medior
Area: Utrecht
Vacancy ID: 7839

Introduction

Internet, telephony and television are playing an ever increasing role in our daily lives. One of the largest providers in the Netherlands is looking for a 'IT System Architect - Customers Contact Centers' to help them transform their current IT landscape to a more future proof architecture. Do you want to impact the daily lives of millions of homes in the Netherlands, than keep on reading!

Job description

What will I be working on?

As a System architect, you will be working in an Agile environment at our client. You will help them define their new system architecture for their customer contact center. As the system architect you are able to translate your vision into a solid and futureproof solution, taking into account architectural principles and guidelines. You will not have to do this alone, you will work closely with the domain architect. To be successful in this position it helps if u are used to resolving conflicts, because you will communicate with a lot of different people from different departments. These departments all have their own interests, so you will moderate between parties.

The main task that you will work on will be defining the high level design for multiple solutions and systems in the area of ‘customer contact’. This not only covers all systems directly related to customer contact (for example Agent Desktop, Knowledge Management, Chatbot, Service App, Interactive Voice Response), but also includes the underlying application landscape providing functionality towards these applications.

The different Agile teams within the Agile Release Train will be able to define the low level solution based on your high level architecture. After they have defined the low level design they will eventually develop the required functionality. The System architect is also capable of challenging the functionality which is actually delivered by the agile teams within the ‘customer contact’ domain.

 

Mindset

You will be working together with different teams sometimes having different objectives or ‘rules of engagement’. In order to find the best solution you are able and not afraid to bring people together, challenge proposals, clearly communicate and think out of the box.

As you will be working within a scaled agile framework (SAFE), next to having the required knowledge and skills of the agile way of working, we also expect you to be enthusiastic about this way of working. Our client is looking for a candidate who likes to contribute to the development and fine tuning of this way of working and is able to also explain and promote this way of working towards others inside and outside of the team.

What do we expect from you?

What knowledge and experience do I need to bring with me?

Our client is looking for a candidate who brings the following knowledge and / or experience:

§   Knowledge of IT systems and the challenges they bring in the ‘Customer contact centers’ domain

§   Experience in designing an IT landscape within such an environment taking into account architectural guidelines and system functionalities and limitations

§   Taking the lead in designing end-to-end solutions within a complex environment

§   More detailed knowledge about and (high level) design experience in applications running in a customer contact environment such as:

o    Agent applications (Agent Desktop applications)

o    Knowledge management applications

o    IVR and contact center solutions

o    Chatbots

o    Service apps

§   The agile way of work and awareness of the different stakeholders and deliverables within such an environment

§   Architecture and design standards, tools  and guidelines (such as Togaf, eTom/ Frameworx, UML)

Mindset

You will be working together with different teams sometimes having different objectives or ‘rules of engagement’. In order to find the best solution you are able and not afraid to bring people together, challenge proposals, clearly communicate and think out of the box.

As you will be working within a scaled agile framework (SAFE), next to having the required knowledge and skills of the agile way of working, we also expect you to be enthusiastic about this way of working. Our client is looking for a candidate who likes to contribute to the development and fine tuning of this way of working and is able to also explain and promote this way of working towards others inside and outside of the team.

What can you expect from us?

Would you like to shape the future of one of the largest ISP’s in the Netherlands and do you feel you have what it takes to take on this job? Than please apply by sending us your resume!

Benefits of applying via Trinamics

  • Choose from 500+ technical vacancies.
  • You benefit from our large network of international companies.
  • Once at work, we keep in touch and offer you training and development programs.
  • Always a personal consultant for all of your questions.