Job Description
The role will be responsible for the design and overseeing implementation of application and integration solutions in line with the enterprise architecture strategy. He/she will lead and introduce the overall technical vision and high-level design for a particular solution, finding the best tech solutions to solve existing business problems.
He/she will participate in architecture governance forums, ensuring that all architecture activities and deliverables are produced to a high quality and are consistent with existing D360's standards, policies, and strategies. He/she will look for opportunities for reuse and identify standard patterns for common solutions. Although the role will be primarily concerned with CX & Marketing Platform solutions, at times there may be a need to work on other types of solutions.
Responsibilities
- Formulate the conceptual and detailed architecture for the development of CX (Sprinklr) and Marketing Platform applications
- Designing and implementing scalable, reliable, and secure call center architectures that align with business and technical requirements, emphasizing IVR and ACD systems
- Designing and implementing advanced call center technologies with extensive experience in IVR, ACD, CTI, omnichannel, social media integration, case management, and chat and voice bots to enhance customer service efficiency and satisfaction.
- Developing and execute a comprehensive technology strategy for call centers, focusing on CTI integration and optimizing omnichannel customer experiences
- Creating high-level application and integration solution designs
- Conducting system architecture evaluations to define target state architectures and transitional roadmaps
- Ensuring solutions are integrated with existing bank applications through APIs and integrations
- Ensuring seamless integration of social media platforms, case management systems, and customer care processes
- Implementing robust security practices and compliance measures to protect sensitive customer data across all interaction channels
- Collaborating with cross-functional teams to deliver cohesive, high-quality customer care solutions, including chat and voice bots, while providing guidance and mentorship to development teams
- Technical review of the design and code delivered by in-house and outsourced teams; ensuring it conforms to solution design, security standards, industry best practices and non-functional requirements
- Participate in architecture governance, presenting their solutions wider review and approval
- Peer review solution designs from other architects
- Identifying technologies that can be leveraged to add value to the bank
- Leading application and integration strategies
- Using ArchiMate to design and implement architecture solutions, ensuring alignment with business objectives and seamless integration across all enterprise domains
- Creating key design decision papers
- Effectively communicating technical analyses, recommendations, status, and results to IT and business management and executives in business terms
- Enforcing consistent quality by incorporating tests and performing code reviews with engineers
- Exploring and experimenting with new tools, ideas, and technologies to improve solutions
- Evaluating emerging technologies and best practices to enable innovation and optimize system performance. Providing recommendations on emerging technology to senior management
- Enforce, incorporate, and comply with all necessary controls and related information security policies, procedures, practices, training, reporting, personal due diligence and vigilance, within departmental/unit activities and operations
Qualifications
Preferred Qualifications
- A tertiary level qualification in computer science, engineering, or a closely related field
Years & Nature Of Experience
- Would have 8 to 10 years of equivalent experience in Development
- As an individual contributor, would be the subject matter expert for a capability area or key process in their organization and would typically be the person to lead design work in their area
- Has led technical or process areas in their area; excels at leading teams and worked effectively with other areas and stakeholders outside their function
- Has clearly demonstrated ability to link technical contribution back to business impact for their team or area
- Experience in Micro service and Event Driven Architectures
- Hands on experience in CX (ideally with Sprinklr) and or Marketing Platform solutions
- Experience in refining business capabilities with focus on applications, processes, data, information technology and overarching ecosystems
- Experience in defining application architecture and data models
- Hands on experience on building cloud-based solutions
- Aware of security, data protection & secure coding practices
Technical Competencies
- Architecture design and development
- Business case creation
- Architecture modelling techniques
- CX or Marketing technologies
Behavioral Competencies
- Effective Communication Skills
- Collaboration skills
