Contact Centre Systems Architect

NTT DATA, Inc.; Warszawa; Hybrid; PLN 180,000 - 260,000; Full time

Job summary

NTT DATA, Inc. is seeking a Senior Customer Experience TS Systems Integration Specialist / Technical Lead to manage complex installations, integrations, deployments and fault management. The role requires advanced SME capabilities, on-site and remote client interaction, and mentoring of junior engineers.

Responsibilities include coordinating engineers, producing reports, and guiding design decisions with third-party vendors. Strong Polish is preferred with English at B2 level or higher.

Qualifications

• Bachelor's degree in IT or related field required.
• Genesys Cloud CX certifications or equivalent preferred.
• Strong customer engagement and presentation skills required.
• Experience leading projects and coordinating engineers/technicians.
• Ability to coach and mentor junior staff.

Responsibilities

• Interacts with clients on site and remotely to meet complex requirements of a solution.
• Escalates unresolved problems to relevant third parties.
• Delegates tasks to engineers and technicians while meeting performance targets.
• Coordinates activities of engineers and monitors quality of work.
• Writes reports and maintains project documentation.
• Documents standard operating procedures for installations and fixes.
• Coaches and mentors junior team members throughout project lifecycles.
• Provides third line support as needed, on-site or remote.
• Participates in complex design work with input to design decisions.

Skills

Technical leadership

Client engagement

Project management

Mentoring

Technical reporting

Vendor coordination

Education

Bachelor's degree in Information Technology or Computing

Tools

Genesys Cloud CX

AWS/Azure/GCP cloud platforms

Job description

The Senior Customer Experience Technical Services (TS) Systems Integration Specialist / Technical Lead is an advanced subject matter expert who is involved in highly complex environments for installation, integration, deployment, configuration and fault management. This role compiles technical specifications in a clear, concise, unambiguous manner to explain the advantages and disadvantages of options leading to the final solution and creates alternative backup plans. The role works towards expert level certification while developing business knowledge.

Key Responsibilities

• Interacts with clients on site and remote to meet more complex requirements of a solution.
• Escalates unresolved problems and issues to the relevant third parties.
• Delegates lower complexity tasks to engineers and technicians.
• Assumes responsibility for the coordination of the activities of the engineers, in line with performance targets, leading by example and monitoring the quality of engineer's and technician's work when required.
• Writes reports and proposals and completes and maintains project documentation.
• Assists with the documentation of standard operating procedures relating to installations and fixes.
• Acts as coach and mentor to more junior Implementation Engineers and Technicians.
• Assumes responsibility for the coordination of the activities of the Engineers, in line with performance targets.
• May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
• Included in complex design work, with input to the design expected.
• Expected to take ownership of relevant technologies according to domain or specialization.
• Engages vendors for priority escalations or bugs found during deployments.
• Performs any other related task as required.

Knowledge and Attributes

• Advanced understanding and appreciation of technical design and business principles.
• Advanced project fundamental and administration ability.
• Advanced project fundamentals which are demonstrated in the execution of installations and other assignments.
• Advanced customer engagement skills.
• Advanced relevant domain specialist knowledge.
• Excellent verbal communication skills.
• Client focused and displays a proactive approach to solving problems.
• Advanced ability to coach, mentor and provide guidance to team members.
• Ability to take ownership as technical lead during project lifecycle.

Academic Qualifications and Certifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Relevant technology certifications such as: Genesys Cloud, One of Cloud Platform Knowledge (AWS, GCP, Azure).
• Genesys - Foundational Courses - Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics.
• Genesys - Any Genesys Level 4 Courses: (API, GPE/GPR, BOT, AI, etc.)

Required Experience

• Advanced work experience in a technical implementation engineering.
• Advanced experience engaging with clients and conducting presentations.
• Advanced report writing experience.
• Advanced project management experience.

Would be an advantage

• VoIP protocol knowledge (SIP/RTP, WebRTC)
• SQL/non SQL knowledge and using
• Web protocols knowledge REST/SOAP

Languages

• Polish - native speaker (mandatory)
• English - min. B2 (mandatory)

Workplace Type

Hybrid Working

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.