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Solution Architect - Customer Contact Management System

Balance Recruitment - Belconnen, ACT

Source: uWorkin


A Federal Government Agency is seeking experienced Solution Architect - CCM (Customer Contact Management) System who will be responsible for the architecture and solution design of all the TSP towers and integration between the towers to enable a coherent solution.

Knowledge, understanding and hands-on experience in and duties include:-

  • Definition of the HLID (High Level Integrated Design)
  • Development of the TSP architectural roadmap
  • Ensuring Strategic alignment to TSP and other key strategic initiatives within the agency
  • Management of all architects dedicated to the TSP programme
  • Co-ordination and oversight of all architectural and solution design artefacts for the TSP Programme.
  • Provide input and advice into the TSP RFQs
  • Provide input to the evaluation of vendor responses to TSP RFQs
  • Provide input to TSP issues and risks
  • Assist in managing the relationship between the TSP programme and the Technology Design Services group, including fortnightly interlock meetings
  • Provide input to weekly status reports, steering committee packs, board packs
  • Attend steering committee and board meetings as required
  • Customer contact management systems
  • Enterprise grade telecommunications services for telephony, video conferencing, network
  • Experience on large scale transformation programmes
  • An understanding and hand-on experience on cloud-based software solutions
  • An understanding of cyber security
  • An understanding of the client's business and processes
  • Previous transition experience
  • An understanding of project and program management frameworks, policies and technologies
  • An understanding of both waterfall and Agile delivery methods

Mandatory Criteria

  1. Experience in designing Customer Contact Management (CCM) systems, call centre systems, IVRs.

Weighted Criteria

  1. Understanding of all various Cloud offerings (private, public, hybrid and community).
  2. Understanding in integration fabric/ API definitions and web services.
  3. Understanding of Voice and Managed telephony.

Please note that only Australian Citizen candidate with Baseline security clearance can be considered for this role.

If you have the right skills, experience and qualification please apply now to Jin quoting JL546395

Balance Recruitment is committed to equal opportunity employment. We celebrate diversity and encourage people from all sections of the community to apply.