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Lead Architect, Digital Experience and Case Management
4 months ago
Lead Architect, Digital Experience and Case ManagementClient: TelecomTerms: Permanent RoleLocation: Hybrid – 3 days in office:Canada : Ontario : Mississauga || Canada : British Columbia : Vancouver || Canada : Manitoba : Winnipeg || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : MontrealWe want our customers to have a long and happy relationship with brands over time. As a Lead Architect, Digital Experience and Case Management, you will work to define and facilitate the transformation of the current architecture business process flow to establish a set of technology and practices, forming a core record that tracks individual customer interactions and service issues across channels and agents over time.In this role, you will be responsible for designing and implementing the process and technology strategies for Case Management to enhance our customers' experience across multiple channels, including web, mobile, retail, call centre, social media, and AI-driven interactions. You hunt the top case management and customer experience models worldwide and across many industries for inspiration and grounding. You will work closely with cross-functional teams to identify business requirements and user needs, analyze customer feedback, and develop enterprise-wide strategies for user engagement built upon optimal technical architectures. To succeed in this role, you should have a solid technical and software background with a deep understanding of customer experience design principles and design thinking. You are a natural leader with excellent communication skills and the ability to collaborate with stakeholders at all levels of the organization. You are an expert in your field but also a team player who embraces innovation and a diversity of new ideas to create the best outcomes. You will bring industry-leading knowledge of cloud SaaS suppliers supporting case management, digital commerce, and digital call centers, including their deployment architectures, implementation trade-offs and supported customer experience journeys. The role requires the candidate to possess a proven record of accomplishment for people and change management, leading digital transformation technology strategies and implementations at large Canadian or international corporations and integrating technical and business considerations into their design patterns. Key ResponsibilitiesDirecting technical team members toward the development of documented technical architecture and integration plans supporting an enterprise-wide transformation initiativeHands-on experience designing and integrating the shelf SaaS CRM and Case Management solutions from major vendors such as Salesforce, Oracle, ServiceNow, and Pega. Experience with novel and disruptive new entrants is an asset. Contributes to the system-level design of E2E technology solutions in support of IT digital transformation plansStrong technical acumen and ability to translate complex topics into simple frameworks for analysis, and an ability to rally team members around them to contribute towards their completionRoutinely design and test solution hypothesis, articulating learnings and architectural differences between solution methods, including option set generation and trade-off analysis.Support the development of software and data delivery platforms with reusable components.Collaborate with cross-functional teams to understand business requirements and translate them into scalable architectural designs.Develop and maintain architectural frameworks, models, and standards to guide technology strategy and decision-making.Lead the design and implementation of enterprise-wide systems and applications, ensuring alignment with business objectives.Evaluate and recommend emerging technologies and solutions, including those related to digital transformation, to enhance business operations and drive innovation.Provide technical leadership and mentorship to junior architects and development teams.Oversee the integration of new technologies, including cloud-based solutions, microservices, and data integration, into existing IT environments and infrastructure.Identify and mitigate technical risks and challenges, ensuring the security and stability of our systems.QualificationsA relevant University degree/technical certification or relevant experience commensurate to the role, preferably in Computer Science, Engineering or Information TechnologyTelco Experience is considered an asset 5+ years designing and delivering CRM, ERP, or Case Management solutions; Experience with SaaS-based suppliers is considered an asset.Self-motivated and independent worker who can operate in a large organization and influence without authority.Mastery of systems thinking, Agile software development, design thinking, lean management, and visual management techniques. (Miro is a favourite)Demonstrated experience with major cloud providers (GCP/AWS), including complex deployment and DevOps scenarios for country and global scale production systems.Demonstrates openness and willingness to adapt to different and new ways of doing thingsAbility to work cooperatively with others on a team and to establish and maintain effective business relationshipsAbility to communicate (verbally and in writing) effectively with all levels of the organization
