Technical Architect Senior Telecommunications Specialist-Call Centers

Capgemini Jobs

Capgemini U.S. LLC is one of the largest management and IT consulting firms in the industry. We offer management and IT consulting services, systems integration, technology development, and design and outsourcing capabilities -- all designed to help businesses continue to implement growth strategies and leverage technology in the new economy.

Capgemini's robust Outsourcing offerings include: Applications Management, Infrastructure Management and Business Process Management. We combine these services with our deep industry knowledge and experience to provide the change agent to accelerate business growth. We generate quality and speed through our proven tools, methods and global centers. These capabilities, coupled with our program management expertise are tailored to fit the most challenging business needs.

The organization employs approximately 55,000 people worldwide and reports global provisional revenues of about 5.7 billion euros.

Responsible for the design and development of Call Center / Voice and Telecommunications infrastructure.  Assist in the development of the CGE IT Infrastructure requirements and solutions by working with the client teams to identify and evaluate telecommunications solutions. Work closely with other business, project, development and technical teams to ensure the integration of key business initiatives.

Develop and/or evaluate infrastructure solutions for specific project requirements / problem areas in support of Capgemini?s call centers.

Assist client team in developing technical requirements for projects and new business development opportunities, and conduct solution reviews.

Assist with problem resolution, issue identification and remediation strategies

Convert business requirements into tactical and strategic infrastructure solution recommendations

Maintain knowledge of current Call Center IM technology solutions, capabilities and practices

Develop solutions that satisfy Client functional and capacity requirements while adhering to IM technology standards and practices

Develop solution documentation (solution description, diagrams, assumptions, timelines, etc) suitable for presentation to internal stakeholders and external clients

Present solution designs and recommendations to senior management and Clients

Work as part of multi-discipline teams on complex solution design Telecommunications Technology Reviews and recommendations

Assist North American teams with technologies reviews and best practice recommendations for telecommunications architectures

Assist with multiple client / company telecommunications requirements management

Assist with telecommunications provider(s) oversight, management, and assistance

Review provider metrics and establish baselines and targets for costing, performance and problem resolution activities

Provide management updates

Provide other support as needed by assignment

Execute Special Assignments

Develop project planning (scheduling, resource planning, communication planning)

Provide project coordination

Program/Project management as needed

The Candidate must have Expert knowledge in Call Center Infrastructure technologies and operations.  The Candidate will be working with the business units and the telecom providers in assisting requirements gathering, architecture solutions, and critical problem resolution. This position will assist project teams in delivering technical and operational requirements within the schedule and cost constraints of the estimates.  Expert knowledge in the following areas is required:
Voice technologies (ACD, PBX, IPT)
Carrier transport and trunking design
Call Center Operations  

General technical knowledge and aptitude in telecommunications design and implementation. Contract oversight and general IT Administration including SAS70 and SOX compliance, performance monitoring and SLO reporting.

Minimum 8 years experience in Call Center Telecommunications infrastructure support

Bachelor's degree in an information technology-related field of study or a Bachelor's degree in a non-technical field combined with relevant and sufficient experience

Significant experience in VoIP/IPT implementation and management

Understanding of firewall technology

Expert knowledge in
Voice technologies (ACD, PBX, IPT)
ACD Technologies ? Avaya (S8700)
Voice gateways (Avaya G700, G650, Cisco)
QoS / Class of Service understanding
CTI Technologies and integrations (Genesys, CVLAN, etc)
At Home agent capabilities and design
Carrier Transport Services (Network Routing, Transport access, network transfer and take back, POP Access, etc)
Call Recording, Quality Assurance scoring (Nice, Witness, Verint)
Work Force Management  (IEX, etc)
Local Trunking design and trunk interconnections
Voice systems capacity planning, bandwidth monitoring and management practices  

Knowledgeable in
Telecommunications administration
Carrier negotiations and administration
Telecommunications performance reporting
Server architectures / Domain administration
Storage architectures
Thin client technologies (Citrix, etc)
General IT technologies

Capgemini U.S. LLC and its U.S. affiliates are Equal Employment Opportunity employers.  Capgemini conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship, veteran status or any other classification protected by applicable federal, state or local employment discrimination laws.