Full Stack Architect (Contact Center)

Job Description:

CUSTOMER

• Apply a multi-disciplined expertise with database, application, client tiers, layering of software, build, test and deploy strategies in order to create the overall design of software (including applications, infrastructure, middleware) and guide how the sub-components are developed by different teams
• Elevate focus on applications and data as differentiators for the customer experience, anchored in sound foundational elements of Infrastructure and Platforms
• Advise on suitability of technology stacks to define principles / key constraints for solution components; rallies the team around these principles to determine security / scalability approach, and impact assessments for future design
• Drive continual upgrading and grounds the team in assessing practical program concerns to innovate on both server-side and user-side features as technologies / platforms expand to reduce technology debt and build resilient solutions
• Lead code reviews to create and test prototypes to assess viability of approaches. Uses configuration management and integration / build automation tools to lead and deploy code, gather proof points for developers to build on, navigate around complexities based on a clear understanding of the vision across the technology stacks and provide critical suggestions for fixes and improvements on the integration
• Monitor and report on progress and collaborates broadly with other practitioners, including designers, engineers, and other applicable business stakeholders to ensure the necessary features for the products and applications are developed within assigned portfolio
• Design tests that will be implemented to keep the software functional; supports issue analysis and fix activities during test phases, as well as production issue resolution
• Collaborates with Practices, actively driving capability creation; mentoring and training junior colleagues to be adaptive, staying on top of expanding technologies and engineering trends and creating highly visual and functional solutions

SHAREHOLDER

• Set service-level objectives (SLO) and exercise key decision rights of the FSA role
• Focus on reliability, scalability, and the development of the architectural infrastructure; including highly complex and scalable systems?
• Develops observability standards to ensure that production systems operate under known conditions and transparently provides these measurements to anticipate when errors or failures can arise.
• Lead interaction with governance and control groups, (e.g. regulatory / operational risk, compliance and audit) to provide subject matter expertise and consult on risk issues related to architectural technology and tools
• Lead or contribute to cross-functional / enterprise initiatives as an organizational or subject matter expert helping to identify risk / provide guidance for significant and complex situations
• Monitor and report on the status of the products / projects and applications within assigned product, ensuring projects are compliant with technology domain architecture, and designs / operates processes to provide ongoing review of in-progress activity against technology architecture and development standards
• Foresee architectural issues / gaps and identifies emerging industry trends to recommend value-added architectural improvements that will alleviate technology debt and build resilient solutions
• Maps processes and sub-processes that bridge the gap between business problems and technology solutions
• Keep track of changes made to code through control systems
• Collaborates within practices, platforms or journeys comprised of diverse and complementary skills; inspiring the team to embrace changes and continually advance collective knowledge of technical tools / trends
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk activities as necessary
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite

EMPLOYEE / TEAM

• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Provide thought leadership and/ or industry knowledge for quality engineering best practices and participate in knowledge transfer within the team and business unit
• Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
• Participate in personal performance management and development activities, including cross training within own team
• Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• Contribute to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices; may take on the role of Chapter Lead as applicable
• Work collaboratively with the team and leadership to proactively identify and resolve issues related to product quality
• Lead, motivate and develop relationships with internal and external business partners / stakeholders to develop productive working relationships.
• Contribute to a fair, positive and equitable environment that supports a diverse workforce
• Act as a brand ambassador for your business area/function and the bank, both internally and/or externally

BREADTH & DEPTH

• Seasoned individual contributor role with expert knowledge of specific enterprise and/or functional domain(s) and a demonstrated track record working with a broad range of architecture frameworks, technology, tools, processes and procedures
• Exceptional collaboration, communication and client-facing skills
• Big-picture thinker, with ability to anticipate architectural gaps and identify emerging trends through both advanced business acumen and highly specialized technical knowledge of TD and its applications, programming languages, industry best practices, Bank standards, infrastructure and architectural design / solutions
• Architect assigned to work autonomously on high profile, complex and/or high-risk technology projects with significant impact to the organization
• Reports to an Architecture Practice Lead / Practice Area Lead

EXPERIENCE & EDUCATION

• Undergraduate degree or Technical Certificate (Graduate degree preferred)
• 10+ years relevant experience developing a variety of platforms
• Experience with Cisco contact center technology platforms
• Cloud based architecture capabilities specific to contact center – Google (Costumer Engagement Suite) & AWS (Connect)
• Strong ability to think outside of the box and be a bigger thinker with regards to solutioning
• Knowledge of major contact center industry offerings
• Knowledge of Contact Center ancillary applications such as call recording
• Proven ability to own the design for a multi-domain initiative that will align with both initiative requirements and provided standards
• Experience with multi-cloud service integrations
• Extensive experience in designing for a highly regulated environment, with security and auditability as table stakes
• Experience defining cross vendor integration architectures
• Demonstrated ability to support both self-serve and assisted solutions across both voice and messaging channels
• Proven ability to navigate a complex business and technology landscape
• Experience with Cisco Contact Centre technology stacks is a definite asset