Systems Solutions Architect

FedEx; Leça do Balio; Presencial; EUR 50 000 - 70 000; Tempo integral

Resumo da oferta

FedEx is looking for a System Solutions Architect based in Porto, Leça do Balio. The role involves strategic design, leadership, and delivery of enterprise CCaaS solutions. Responsibilities include developing the CCaaS platform roadmap, overseeing system integration, and acting as a key liaison among stakeholders.

The ideal candidate will have a Bachelor's degree in a relevant field, a strong background in CCaaS technologies, and proven leadership abilities. Join us at FedEx to enhance customer experiences through technology.

Qualificações

• 4-6 years of experience in IT or engineering environments.
• Proven experience with CCaaS platforms.
• Strong background in telephony and network infrastructure.

Responsabilidades

• Develop and execute the CCaaS platform roadmap.
• Lead the integration of CCaaS solutions with enterprise systems.
• Provide updates on platform performance and delivery status.

Conhecimentos

Leadership skills

Agile methodologies

Communication skills

Analytical skills

Formação académica

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

Ferramentas

CCaaS platforms (Genesys Cloud, NICE CXone, Amazon Connect, Five9)

CRM platforms (Salesforce, Microsoft Dynamics)

Descrição da oferta de emprego

The System (CCaaS) Solutions Architect is responsible for the strategic design, leadership, and delivery of enterprise Contact Center as a Service (CCaaS) solutions. This role combines deep technical architecture expertise with team leadership and crossfunctional collaboration to ensure the CCaaS platform meets business objectives, customer experience expectations, and operational requirements.

The role provides end-to-end ownership of the CCaaS platform, including architecture, roadmap planning, development oversight, system integration, and vendor coordination. The System Solutions Architects works with CCaaS developers and engineers while acting as a trusted technical advisor to business and technology stakeholders.

Key Responsibilities

• Develop and execute the CCaaS platform roadmap, ensuring alignment with business goals, customer needs, and technology strategy.
• Identify opportunities to enhance platform capabilities through innovation, automation, and emerging technologies.
• Stay current with industry trends, vendor capabilities, and best practices across contact center and CCaaS technologies.
• Collaborate with product management, sales, marketing, and other stakeholders to define, prioritize, and deliver new features and enhancements.
• Oversee the architecture, design, development, implementation, and ongoing maintenance of the CCaaS platform.
• Ensure solutions meet enterprise standards for reliability, scalability, security, and performance.
• Monitor system performance, availability, and capacity, proactively identifying and resolving risks or issues.
• Lead and guide the integration of CCaaS solutions with enterprise systems, including CRM platforms such as Salesforce, Microsoft Dynamics and other thirdparty applications.
• Ensure best practices in IVA design, datastores, call flows, routing strategies, and omnichannel customer journeys.
• Lead Agile delivery practices, including sprint planning, standups, reviews, and retrospectives, to ensure timely and high-quality delivery.
• Collaborate with CCaaS vendors and technology partners to ensure quality delivery and alignment with architectural standards.
• Act as a key liaison between development teams, architects, operations, and internal business stakeholders.
• Provide regular updates on platform performance, delivery status, risks, dependencies, and milestones.
• Support governance, technical decision-making, and long-term platform planning activities.

Qualifications

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Experience

• 4-6 years of experience in information technology or engineering environments.
• Proven experience with Contact Center as a Service (CCaaS) platforms such as Genesys Cloud, NICE CXone, Amazon Connect, or Five9.
• Strong background in telephony and network infrastructure, including SIP, VoIP, call routing, and contact center architecture.
• Experience integrating CRM platforms and enterprise systems with contact center solutions.
• Working experience with implementing, creating, and designing IVA solutions.
• Working experience with workforce management.

Skills and Technical Competencies

• Strong leadership and people-management skills with the ability to motivate and develop technical teams.
• Excellent communication, interpersonal, and stakeholder-management skills.
• Proficiency in Agile development methodologies.
• Deep understanding of IVR design, call flows, and omnichannel communication strategies.
• Broad architectural knowledge covering cloud, hybrid, and enterprise environments.
• Familiarity with Workforce Management, Quality Management, and contact center analytics is an advantage.
• Strong analytical, problem solving, and decision making capabilities.

Key Attributes

• Strategic thinker with strong execution focus.
• Customer-centric mindset with a passion for improving customer experience.
• Results-driven, accountable, and comfortable operating in complex enterprise environments.
• Collaborative leader who influences across business and technology teams.

We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all.