Solutions Architect (Contact Centre)

Summary

Salary
£Competitive
Team
Information Technology
Location
Malmesbury - United Kingdom

Description

At Dyson, we demand the highest standard of performance from the technologies we engineer. Our people expect the same from the technology that supports them. We are a community that appreciates and advocates better engineering. A community of pioneers.
Dyson IT are mid-transformation. Our aim, to create robust IT architecture, to manage data effectively and efficiently and continue to grow our world-class team. A team who is strategic, enabling business acceleration, growth and success.
Dyson’s global Customer Care function is at the start of an exciting journey aiming to radically overhaul our global capability, with a new CRM solution, new multichannel customer interaction and consolidated skills based contact centre technologies at the heart of the transformation.

Accountabilities

Our Global Infrastructure team
  • Spanning across Dyson’s presence online, transactional capabilities, customer care, marketing support, front and back office and product development, manufacturing and supply chain it's technology that makes Dyson work, IT is the nerve centre of Dyson.
  • Like Dyson products, we embrace the latest technologies, excelling in quality and usability and challenging established markets and business models
  • Our mission is to empower Dyson by innovating in a connected, digital world. To be a trusted business partner and advisor, delivering world class, global, smart technology and services that are reliable, fit for purpose, innovative and value-orientated in support of our people and processes.
  • The Contact Centre Solution Architect, reporting to the Global Head of Infrastructure Architecture, will be responsible for:

Accountabilities:
  • Working closely with Application Architects and Customer Service Business Leaders to advance Dyson’s Contact Centre capability, moving us from many pockets of legacy technology to a global platform with advanced follow the sun capabilities.
  • ? Architecting, designing and delivering technical solutions using Public Cloud and SaaS offerings. Resolving challenges, leading implementations, and developing creative solutions that meet project needs.
  • ? Providing leadership in the areas of IT Strategy, Cloud Model Delivery, and Infrastructure support, including scenario design and flow mapping.
  • ? Collaborating daily with Dyson development teams, IT service groups and 3rd parties to build and operate environments for software testing and training purposes.
  • ? Developing practical solutions and methodologies; developing "point-of-view" documents.
  • ? Developing our use of monitoring and management tools to promote high availability and performance of our solutions.
  • ? Governing and leading on the deprecation of and decommissioning of the legacy telephony and contact centre solutions as they are superseded.

Skills

  • Self-driven individual with the capability to break out of their comfort zone and technology area
  • Excellent interpersonal and communication skills (oral & written), proficient presenting and explaining technical information in a non-technical way
  • Good communicator and collaborator, able to share your skills with others
  • Decision making/problem solving skills
  • Strong leadership skills
  • Strong planning and organisation skills
  • Strong people management skills - interpersonal skills, performance management skills, interviewing
  • Manages time effectively, meets deadlines, and achieves objectives
  • Good communicator and collaborator, able to share your skills with others
  • Able to demonstrate a passion for technology and an ability to adopt quickly
  • Willingness and relevant authority to temporarily travel and work internationally when needed

Benefits

  • 27 days holiday plus eight statutory bank holidays
  • Pension scheme
  • Performance related bonus
  • Life assurance
  • Sport centre
  • Free on-site parking
  • Subsidised café and restaurants
  • Discounts on Dyson machines

Posted: 04 June 2019