Enterprise Architect

4 weeks ago

Sydney, Australia Latitude IT Full time
  • Collaborative, supportive, Values driven environment
  • Great coffee (and a variety of tea) and fresh fruit
  • Avoid the traffic: we are outside the CBD and close to public transport
  • Enterprise Architect - Permanent opportunity with long term career growth
  • CX - Contact Centre of the Future
  • Looking for strong influencing and stakeholder engagement skills

Enterprise Architect 
CX - Contact Centre of the Future
Sydney
c.220-250 pck 

Are you ready to drive transformation on a grand scale? We're looking for an exceptional Enterprise Architecture Manager to spearhead innovation in our client's dynamic organisation. As a pivotal player at the forefront of change, you'll shape the future of infrastructure across a variety of service-based industries. 

Your Role:

As the Enterprise Architecture Manager, you'll be the architect of transformational excellence. Your canvas will be the digital future, and your brushstrokes will create a symphony of interconnected systems, ensuring efficiency, agility, and resilience. With your strategic vision, you'll orchestrate the convergence of technology and business goals, leaving a legacy that echoes in every corner of operations.

What you will do:

Define the Vision and Strategy:

  • Vision: Establish a clear vision for the Contact Centre of the future, focusing on enhanced customer experiences, operational efficiency, and technological innovation.
  • Strategic Alignment: Ensure that the contact centre's goals align with the overall business strategy, addressing key business drivers such as customer satisfaction, cost reduction, and competitive differentiation.

Assess Current State:

  • Current Infrastructure: Evaluate the existing contact centre infrastructure, including hardware, software, processes, and capabilities.
  • Pain Points and Opportunities: Identify current challenges, pain points, and areas for improvement. This includes understanding customer feedback, agent performance, and system inefficiencies.

Customer Experience Design:

  • Customer Journeys: Map out end-to-end customer journeys across all touchpoints (phone, email, chat, social media, etc.) to identify opportunities for enhancement.
  • Omnichannel Integration: Design an omnichannel strategy that allows customers to seamlessly switch between channels while maintaining context and continuity.

Technology Roadmap:

  • Cloud Solutions: Implement cloud-based contact centre solutions to enhance scalability, flexibility, and disaster recovery capabilities.
  • AI and Automation: Integrate AI technologies such as chatbots, virtual assistants, and machine learning to automate routine tasks, provide instant support, and predict customer needs.
  • Data Analytics: Utilize advanced analytics to gain insights into customer behaviour, agent performance, and operational metrics. Implement real-time analytics for proactive issue resolution.
  • Unified Communications: Ensure all communication channels are unified and accessible from a single platform to improve agent efficiency and customer experience.

Architecture Design:

  • Microservices Architecture: Adopt a microservices architecture for flexibility, scalability, and ease of integration with other systems.
  • APIs and Integrations: Develop APIs for seamless integration with CRM systems, knowledge bases, workforce management tools, and other enterprise applications.
  • Security and Compliance: Ensure robust security measures and compliance with relevant regulations (e.g. PCI-DSS) to protect customer data and maintain trust.

Operational Efficiency:

  • Workflow Automation: Automate repetitive tasks and workflows to free up agents for more complex customer interactions.
  • Knowledge Management: Implement a centralized knowledge management system to provide agents with quick access to information and solutions.
  • Workforce Optimization: Use AI-driven workforce management tools to optimize staffing levels, forecast demand, and schedule agents effectively.

Change Management:

  • Training and Development: Provide comprehensive training programs for agents on new technologies, processes, and customer service best practices.
  • Stakeholder Engagement: Engage key stakeholders across the organization to ensure buy-in and support for the transformation initiatives.
  • Communication Plan: Develop a communication plan to keep all employees informed about the changes, benefits, and progress of the project.

Continuous Improvement:

  • Feedback Loops: Establish continuous feedback loops from customers and agents to identify areas for ongoing improvement.
  • Performance Metrics: Monitor key performance indicators (KPIs) such as First Contact Resolution (FCR), Net Promoter Score (NPS), and Average Handle Time (AHT) to measure success and make data-driven adjustments.

Scalability and Future-Proofing:

  • Scalable Infrastructure: Design the contact centre architecture to be scalable, allowing for growth and the addition of new functionalities as needed.
  • Innovation: Stay abreast of emerging technologies and industry trends to continuously innovate and enhance the contact centre capabilities.

If this sounds like you, APPLY NOW 

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At Latitude IT, we are passionate about providing equal employment opportunities and value workplace diversity. We encourage Aboriginal & Torres Strait Islanders, people with a disability, and people from a culturally diverse background to apply.

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