Contact Center Architect|

Program Manager

Develop and manage the program roadmap and ensure the alignment of the overall design with application requirements and industry best practices. Provide technical leadership and guidance to development teams, ensuring that solutions are delivered to the highest standards. Analyze and optimize applications for performance, scalability, and cost-effectiveness. Implement best practices for optimizing resource usage, reducing latency, and improving the overall efficiency of cloud-based applications. Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders. Identify and manage dependencies between projects within the program. Develop and maintain comprehensive architectural documentation, ensuring that designs are communicated effectively to stakeholders. Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to deliver integrated solutions. Act as a point of escalation for complex technical issues, providing expert-level troubleshooting and resolution. Responsible to understand solution in depth and how it integrates with other United internal systems to deliver business value. The role supports all teams globally, works closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company's goals. Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions. Implement and manage architecture governance standards and process. Identify, assess, and manage program risks, developing mitigation strategies where necessary. Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success. Make recommendations for cost optimization and efficiency improvements. Manage vendor relationship. Solve/work high impact problems/projects, and provide resolution to restore services. Provide Root Cause Analysis (RCA) post restoration of service. Design testing approaches, complex processes, and assist with the automation of repetitive tasks. Review requirement documents, define software requirements and update processes and procedures as necessary. Ensure ongoing compliance with regulatory requirements. Conduct project related research. Has the ability to operate with a limited level of direct supervision. Can exercise independence of judgement and autonomy. Contact Center Transformation. Genesys. CCaaS.