Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Collaboration , ideation , and innovation are the behaviors which embody our team and our leaders. We are looking for others who are motivated the same way, to be part of our team.
Are you a leader in the architecture concepts and foundations relating to Contact Centers? Do you feel you have what it takes to define the architecture for the next generation of Contact Center capabilities for one of the nations largest insurers? If so, then this could be the next step in your career.
The Travelers Insurance Companies organization is embarking on a journey, one that will drive the transformation of our enterprise capabilities to meet the evolving expectations of our customers. This role is charged with creating contact center architecture solutions in close collaboration with the delivery leadership and their teams. You will work in partnership with business customers and identify contact center needs and abilities. You will assess their impact and formulate potential alternatives. This role encompasses strong teamwork with our enterprise architects and technology leaders to determine and contribute to the technical and operational needs of Travelers telephony and contact center solutions.
This opportunity lies within Travelers Digital Enablement division, an enterprise focused technology group. We seek a creative and dynamic Contact Center portfolio architect leader who loves collaborating with engineers and business leaders to create strategic solutions. Do you have a strong design point of view and the drive to weigh multiple alternative solutions to achieve a business goal? Do you inspire teams with your passion for and knowledge of technology? Do you lead with enthusiasm, stoking the fire of engineers, architects, product owners, business leads, and technical leads?
Travelers has a solid reputation, passionate people and endless opportunities. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
If so, we welcome you to explore this Contact Center Architect - Sr. Director Architecture career opportunity and be a champion in the success of our contact center and telephony solutions! Are you seeking to advance your career path in Contact Center Architecture with a respected organization and established industry leader?
Please note: A graduated transition to a primary remote working arrangement may be available. This position is located at our Hartford, CT campus. (Let's discuss details.)
Primary Job Duties & Responsibilities
Chat with us if you are a strategic thinker and partner to technology leaders and customers and if you desire to architect and design the future for our contact center using cloud-based solutions (i.e., Architect across inbound, outbound, IVR, auto dialer, Workforce Management SIP, etc.)
Demonstrate deep understanding of customer service domain, architecture and contact center platforms, tools and technologies (use of full suite of products such as Five9, 8x8, Cisco telephony, Genesys, InContact, Nice, Nuance speech recognition)
Demonstrate strong understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers
Support engineering teams to develop and apply reusable artifacts and frameworks, reference architectures, design, development, change management, release management, and QA best practices
Build relationships with technical leaders and business decision-makers to enhance collaboration, information sharing, decision-making, and influence decisions
Demonstrate deep understanding of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
Excel with evaluation of emerging Contact Center technologies
Excel at presenting new technology ideas to Contact Center leadership and customers
High School diploma or equivalent required. 6 years of experience in enterprise, application, and/or information architecture required. 3 years of experience managing others and/or technical teams.
Education, Work Experience & Knowledge
Bachelor's degree in a related field preferred. 9 years of experience in enterprise, application, and/or information architecture preferred. 5 years of experience managing others and/or technical teams.
Job Specific & Technical Skills & Competencies
This leadership position will help define our contact center future state and help us get there. The ideal candidate will be a driven leader, a strong communicator, a technology expert, and an experienced contact center architect. Ideally, the successful candidate will have experience in the Genesys PureEngage Platform and how to migrate from an on-premises to a cloud solution.
Bachelor's degree in a related field preferred. At least five years of experience in enterprise, application, and/or information architecture preferred.
Portfolio level solutions architecture competencies.
Management/leadership experience, abilities and accomplishments (demonstrated technical leadership vs. HR leadership may suffice.)
Expert in large scale corporate contact center applications.
A minimum of five years' experience as a contact center solution architect designing, architecting, and implementing contact center technology (example: Preferred Genesys, InContact, Five9, 8x8, Fuze etc.)
Extensive experience in Contact Center Production Operations, Contact Center Technologies and Contact Center strategies... The key is strategy. We want you to have experience in either leading or have had a key role in defining contact center and overall customer service engagement strategies.
Work experience with extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc. - know these technologies fit into a larger ecosystem and the trends in what are the leading industry vendors solutions (not expected to be the engineer to install, run, configure these technologies.
Strong preference for Genesys contact center product experience and competencies (within the past 3 to 5 years - experience with Genesys PureEngage cloud platform; and experience with conversion/migration from on-premise Genesys to Genesys cloud platform would be perfection.)
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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