Service Architect

19 hours ago

Macquarie Park, Australia FinXL Full time

Job Summary

We are seeking a highly skilled Service Architect to join our team at FinXL. As a Service Architect, you will be responsible for providing technical advice and expertise to support the development and maintenance of our customer's account.

Key Responsibilities

  • Develop and review detailed customer technical designs, bills of materials, and client proposals
  • Provide technical thought leadership and mentoring to the delivery team
  • Recommend strategies for input to the business plan
  • Communicate customer needs and utilize and coordinate all available resources to ensure appropriate solutions are provided
  • Provide ongoing strategic technical direction to the customer and act as a trusted partner and adviser
  • Provide high levels of customer service and resolve problems/issues with the customer in a constructive manner

Solution Design & Delivery

  • Analyze prospective and current customer requirements and develop a profitable and suitable solution to meet customer needs
  • Design complex business solutions that integrate all data, voice, video communications, and systems components into an effective network
  • Provide technical and infrastructure design for managed services solutions, including cost and risk assessment
  • Design activity and associated costs for in-contract and new projects for networking and work with groups to deliver those projects
  • Run managed hybrid and point solutions as lead architect, sometimes managing other technical leads in the delivery of an end-to-end solution
  • Be fully accountable for solutions proposed and provide support for implemented hybrid solution designs

Pre-Sales

  • Be highly proactive with sales engagement for the development of best value for money and best-of-breed solutions
  • Proactively identify cross-sell and up-sell opportunities
  • Perform customer-focused enterprise technology presentations from technical to CIO level
  • Engage with vendor sales/systems engineers to ensure better alignment in solutions and technology positioning

3rd Level Technical Support

  • Assist customer delivery teams as required for high-level operational support, including architectural views in support of level 3 fault resolution

Continuous Improvement

  • Ensure technical qualification of third parties in support of incremental business and solution responses
  • Continuously update and improve own and designated knowledge and understanding of the communication and systems industry
  • Maintain a detailed understanding of installed solutions
  • Maintain a detailed understanding of current and emerging technologies relevant to the role
  • Agree certifications which are to be renewed with people manager and the required activities around each

Qualifications/Experience

This is a senior role, requiring a minimum of 7 years of technical experience, with at least 3 years of pre-sales/embedded architect experience at senior IT/executive level.

Experience in developing detailed customer technical designs, bills of materials, and client proposals, both in response to ongoing operational in-contract needs and in major project change request scenarios.

Experience in providing a high level of technical advice and expertise to support, identify, and maintain architectural integrity of a deployed customer ICT environment.

Experience in a managed solutions environment, including maintaining large corporate networks, and being seen as an industry technical/architectural expert in this area.

Experience in providing support or leadership from an architectural perspective to operational support teams for problem resolution and troubleshooting activities.

Expertise in managing diverse technical solutions.

Detailed understanding of one or more of the following technology areas: Genesys, NICE CXone, Voice Biometrics, Session Border Controllers.

Solid business ethics.

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