Call Center SME/Architect

Call Center Subject Matter Expert

General Job Description: Designs, develops, programs, installs, implements, conducts research, and/or maintains internal data processing computer systems. Analyzes internal or external customers' needs, and determines equipment and software requirements for solutions to problems by means of automated systems; develops customized solutions to customer/user problems. Establishes system parameters and formats; ensures hardware/software compatibility; and coordinates and/or modifies user requirements in terms of existing and projected computer capacity and capabilities. May make programming changes as required to adapt or enhance existing or new programs and/or utilities. Analyzes new hardware to determine its need or application in the existing or proposed system; advises on new techniques and estimated costs associated with new or revised programs and utilities, taking into consideration personnel, time, and hardware requirements, and makes trade-off analyses; develops general and detailed documentation describing system specifications and operating instructions; and revises existing systems and procedures to correct deficiencies and maintain more effective data handling, conversion, input/output requirements, and storage.

Specific Job Description:

Leads significant multi-disciplinary projects using deep theoretical knowledge and experience of IT and IT trends including business process reengineering, physical and data security, software, tool comparisons, and best practices. Analyzes complex issues and quickly identifies possible solutions based on a sound analysis of the information available. Presents rational, realistic and sound strategic recommendations based on consideration of all the facts and alternatives available. Assesses the existing technical framework to accommodate new situations. Leads, influences, and persuades others to take a specific course of action when there is no direct line of control or command. Engages customers and team members at all organizational levels. Understands and interprets the bigger picture , through thinking innovatively and conceptually. Analyzes complex, multi-faceted problems and produces a range of options, culminating in a recommended solution. May act as a manager or lead, responsible for planning and monitoring schedule milestone and deliverables. Must possess effective organizational, interpersonal, oral and written skills, strong analytical and problem-solving capabilities and close attention to detail. Must be a team player able to multi-task in a dynamic environment and have an extensive working knowledge of the SDLC and the associated processes and documentation.

Specific Experience: Must possess 10 years of experience in a variety of IT and Contact Center business areas including at least 7 years' experience as Lead Call Center Architect

General Experience: 14 years or more years related experience.

Education: Bachelor of Computer Science or equivalent years of experience

Support Requirements: ; Remote option but Able to participate in on-site meetings in Woodlawn, MD