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Senior Solution Architect - Contact Center Solutions

Senior Solution Architect - Contact Center Solutions

Make a virtual tour inside Nestlé in Italy

Position Snapshot

  • Nestlé in Italy, Milan headquarters
  • IS/IT – IT Platforms global design team, reporting to the Contact Center Product Manager 
  • Permanent contract 
  • Full-time in the Milan HQ with some flexibility to work remotely  
  • Bachelor's degree in business, computer science, systems analysis, or related studies and experience
  • 7+ years experience in three or more IT solution disciplines including technical architecture, client/server computing, network management, application development, database management, or operations
  • Fluent in English

Position Summary

Are you a talented Senior Solution Architect ready to join Nestlé’s IT Platforms Connectivity, Voice and Conferencing team in Milan, Italy?  We need you to holistically oversee our enterprise architecture (EA) activities for several products including Contact Centers infrastructure technologies, services and processing solutions including Avaya & NICE Systems, Cisco PCCE, Anywhere 365 and Genesys. Voice & Conferencing including Microsoft Skype for Business, Enterprise Voice, MS Teams, Enterprise Video solutions, SIP voice services, while constantly delivering tomorrow’s innovations to our workforce.

 

As an Architect, the main objective is to translate the desires of the business leaders into feasible cost-effective solutions”.

A day in the life of Senior Solution Architect Contact Center Solutions

  • Manage adoption, design, and integration of Contact Center solutions architecture with DevOps teams and suppliers to deliver expected business value in an optimal way.
  • Supervise design and execute the integration, in collaboration with our Platform Integration team, to ensure each product or solution has a properly defined architecture specification (design, diagrams, process maps, governance and compliance).
  • Facilitate evaluation and selection of new software products and services, in close collaboration with the business and IS/IT, to accurately capture business requirements and pain points.
  • Identify the financial and organizational impact of the solution architecture.
  • Provide consulting and design assistance to the business and product owners.
  • Interact closelly with the business to understand their needs and pain points, and converting it into new solutions.
  • Work directly with the Vendors and Global Partners to deliver the best solution to the Business.
  • Supervise the migration of On-prem Contact Centers to the Cloud, ensuring the right design and architecture for Global, Regional and Market levels.
     

What will make you successful

  • Certified on and/or expertise working with multiple, diverse technologies, services and processing environments including Unified Communication architecture of Contact Center solutions for voice and Omnichannel, CTI interfaces and integration with CRM solutions.
  • Proven ability to support Agile project teams by providing advice and guidance on opportunities, impact, and risks, that take account of technical and architectural needs.
  • Proven expertise in the areas of Avaya, Cisco and Genesys Contact Center solutions, SIP voice services, Ecosystem solutions around Contact Center solutions including Analytics, Workforce Management and integration with CRM solutions.
  • 7+ Years’ experience in Contact Center solutions activities across large number of sites.
  • Experience working in and/or managing advisory councils, industry user groups, and key technology partners (vendors, Account Managers, Product Managers, Lab advocates and Executives).
  • Strong Understanding the practical application of technology trends, leading industry analysts (Gartner, Forrester), and new evolving business models
  • Ability to understand the long-term ("big picture") and short-term perspectives of situations.
  • Strong experience with effective communication at different levels in the organization in English.
  • Innovator while having an analytical thinking.
  • Capable of influencing with integrity.
     

We are Nestlé. We are the Good food, Good life company. 
Good food, Good life is our promise, it is a daily commitment. It is only thanks to our people that we can make a difference and realize this belief: we call them Good People.
At Nestlé, we believe that recognition, inclusion and valorization of diversity can make us grow both as individuals and as a company. This is why we promote a work environment, a business culture and a leadership model that guarantee equal opportunities for everyone and at all organizational levels. We believe diversity is a winning factor and we always encourage our people to share ideas and collaborate.
Here at Nestlé you will also be able to be part of the Emotional Communities, groups of colleagues of different functions and seniorities who come together with the aim of spreading a corporate culture that allows everyone to freely express their passions and identities. LGBT +, Gender Balance, Young, Disability, Volunteering, Green, Multiculturalism are just some of the communities that you can be part of.
Diversity is a fact, inclusion is a choice and we have chosen to be inclusive.

Make a virtual tour inside Nestlé in Italy

Position Snapshot

  • Nestlé in Italy, Milan headquarters
  • IS/IT – IT Platforms global design team, reporting to the Contact Center Product Manager 
  • Permanent contract 
  • Full-time in the Milan HQ with some flexibility to work remotely  
  • Bachelor's degree in business, computer science, systems analysis, or related studies and experience
  • 7+ years experience in three or more IT solution disciplines including technical architecture, client/server computing, network management, application development, database management, or operations
  • Fluent in English

Position Summary

Are you a talented Senior Solution Architect ready to join Nestlé’s IT Platforms Connectivity, Voice and Conferencing team in Milan, Italy?  We need you to holistically oversee our enterprise architecture (EA) activities for several products including Contact Centers infrastructure technologies, services and processing solutions including Avaya & NICE Systems, Cisco PCCE, Anywhere 365 and Genesys. Voice & Conferencing including Microsoft Skype for Business, Enterprise Voice, MS Teams, Enterprise Video solutions, SIP voice services, while constantly delivering tomorrow’s innovations to our workforce.

 

As an Architect, the main objective is to translate the desires of the business leaders into feasible cost-effective solutions”.

A day in the life of Senior Solution Architect Contact Center Solutions

  • Manage adoption, design, and integration of Contact Center solutions architecture with DevOps teams and suppliers to deliver expected business value in an optimal way.
  • Supervise design and execute the integration, in collaboration with our Platform Integration team, to ensure each product or solution has a properly defined architecture specification (design, diagrams, process maps, governance and compliance).
  • Facilitate evaluation and selection of new software products and services, in close collaboration with the business and IS/IT, to accurately capture business requirements and pain points.
  • Identify the financial and organizational impact of the solution architecture.
  • Provide consulting and design assistance to the business and product owners.
  • Interact closelly with the business to understand their needs and pain points, and converting it into new solutions.
  • Work directly with the Vendors and Global Partners to deliver the best solution to the Business.
  • Supervise the migration of On-prem Contact Centers to the Cloud, ensuring the right design and architecture for Global, Regional and Market levels.
     

What will make you successful

  • Certified on and/or expertise working with multiple, diverse technologies, services and processing environments including Unified Communication architecture of Contact Center solutions for voice and Omnichannel, CTI interfaces and integration with CRM solutions.
  • Proven ability to support Agile project teams by providing advice and guidance on opportunities, impact, and risks, that take account of technical and architectural needs.
  • Proven expertise in the areas of Avaya, Cisco and Genesys Contact Center solutions, SIP voice services, Ecosystem solutions around Contact Center solutions including Analytics, Workforce Management and integration with CRM solutions.
  • 7+ Years’ experience in Contact Center solutions activities across large number of sites.
  • Experience working in and/or managing advisory councils, industry user groups, and key technology partners (vendors, Account Managers, Product Managers, Lab advocates and Executives).
  • Strong Understanding the practical application of technology trends, leading industry analysts (Gartner, Forrester), and new evolving business models
  • Ability to understand the long-term ("big picture") and short-term perspectives of situations.
  • Strong experience with effective communication at different levels in the organization in English.
  • Innovator while having an analytical thinking.
  • Capable of influencing with integrity.
     

We are Nestlé. We are the Good food, Good life company. 
Good food, Good life is our promise, it is a daily commitment. It is only thanks to our people that we can make a difference and realize this belief: we call them Good People.
At Nestlé, we believe that recognition, inclusion and valorization of diversity can make us grow both as individuals and as a company. This is why we promote a work environment, a business culture and a leadership model that guarantee equal opportunities for everyone and at all organizational levels. We believe diversity is a winning factor and we always encourage our people to share ideas and collaborate.
Here at Nestlé you will also be able to be part of the Emotional Communities, groups of colleagues of different functions and seniorities who come together with the aim of spreading a corporate culture that allows everyone to freely express their passions and identities. LGBT +, Gender Balance, Young, Disability, Volunteering, Green, Multiculturalism are just some of the communities that you can be part of.
Diversity is a fact, inclusion is a choice and we have chosen to be inclusive.

Assago, IT

Assago, IT

Apply now »