Principal Contact Centre Enterprise Architect
BT Group
Ireland-United Kingdom-Avon-Bristol
14d ago

Working pattern

StandardSalary : Competitive

Closing date

Mar 31, 2019, 5 : 59 : 00 PM

London, Ipswich, Bristol

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities.

We need you to help us do this.

Why this role matters

At BT, we are investing heavily in technology to provide both great services to our customers and drive internal efficiencies for our commercial and operational areas.

To help us with this, we are looking for an experienced Enterprise Architect to join us to develop, and then drive BT’s Enterprise architecture within the Contact Centre.

Architecture

This is a broad Principal Enterprise Architect role covering all architecture areas associated with BTs Contact Centres.

You will have a a broad knowledge being deep in some areas, the ability to learn quickly and adapt are key to this role

Driving a business capability , complexity, cost, risk and maturity assessment of the current state architecture to meet business outcome and simplification goals

Creating simple and agile architectures for your domain that drive clear business value and re-use pan-BT whilst removing cost and legacy from the landscape

Developing and maintaining realisable capability based roadmaps spanning a 5 year horizon

Supporting the selection of any IT vendors, suppliers and partners for your area and managing the practice of architecture through these parties where they impact your domain

Driving Enterprise Architecture and supporting business case development of signature ready vehicles that deliver timely, fit for purpose strategic transformations in business capability to senior stakeholders

Maintaining and communicating up-to-date knowledge of technology standards, industry trends, skills change, and emerging technologies within your area of expertise

Strategy

Inputting and supporting the creation of an IT strategy owned by the Chief IT Architect

Recognising potential strategic application of emerging information technology capabilities, anticipating global trends .

Initiating and managing investigation and development of innovative methods, practices and technology, with transformational potential for BT.

Maintaining strong stakeholding of vendors and Technical specialists to ensure the architecture and technology is based on industry best practice and drives vendor’s strategic road maps

Promoting, evangelising and agreeing the IT strategy and Enterprise Architecture across all teams and ensuring there is consensus and understanding across the business for your domain and the landscape

L eadership

Collaborating and specifying the organisation's vision , goals, opportunities and related activities in order to maximize the business benefits of Enterprise Architecture initiatives to the organisation across your domain.

This would cover all lines of business and covers all key customer journeys

Ensure peers and the Solution Architect community is fully aware of the latest IT strategy and EA guidance within your Enterprise domain

Working with an innovation community across your domain including BT Research&Innovation, technical specialists, CIO, analysts and partners to develop an awareness of, and learn the potential and maturity of technology innovation for BT

Governance

Defining company architecture policies for acquiring or developing systems, network equipment, or software within the company for your area.

Responsible for consistency to BT enterprise level standards, best practice and consistency

Ensuring that BT Enterprise Architecture, methods, technology standards and best practices are maintained within your area

Ensuring BT remains compliant to Legal, Regulatory and Security requirements

Responsible within own enterprise domain for consistency to enterprise level standards , best practice and development of patterns / policies for re-

use. Ensure EA deliverables are fit for purpose and provide an effective and timely tool to guide downstream decisions

Supporting review of budgets and project portfolio investment roadmap to ensure alignment of the Enterprise Architecture and the fitness for purpose of the IT strategy.

Support reality-checkpoint review of roadmaps across and within LoB - considering dependencies, pipeline capacity or resourcing constraints

We'll also need to see these on your CV

Qualifications and General skills

Skills based routing

Computer Telephony Integration

Call Recording

Agent Workforce Management

Agent performance management

Interactive Voice Response

Contact Centre and Desktop Analytics

eChat / Chatbot

Contact Centre PCI Compliance

Contract Centre Networking

STEM related Bachelor's degree or a related study, or equivalent experience

Customer focused : You will understand customer (internal and external) needs and keep customer satisfaction at the forefront of your work

Digital business literacy including understanding business models, ecosystems and business model innovation . Understanding of Lean start-

up and agile methods and their implications for Enterprise Architecture

Good understanding of strategic and new and emerging technology trends , and the practical application of existing, new and emerging technologies to new and evolving business and operating models

Technology neutral; remains unbiased towards any specific technology or vendor choice. Displays intellectual curiosity and integrity

Enterprise and Business Architecture

Captures and prioritises market and environmental trends, business strategies and objectives, and identifies the business benefits of alternative strategies.

Establishes the contribution that technology can make to business objectives, conducting feasibility studies, producing high-

level business models, and preparing business cases

Leads the creation and review of a systems capability strategy that meets the strategic requirements of the business. Develops enterprise-

wide architecture and processes that ensure that the strategic application of change is embedded in the management of the organisation, ensuring the buy-in of all stakeholders.

Develops and presents business cases, for high-level initiatives, for approval, funding and prioritisation. Ensures compliance between business strategies, enterprise transformation activities and technology directions, setting strategies, policies, standards and practices

IT strategy and planning

Ensures that all stakeholders adhere to IT strategic management approach and timetables. Collates information and creates reports and insights to support IT strategic management processes.

Develops and communicates plans to drive forward the strategy. Contributes to the development of policies , standards and guidelines for IT strategy development and planning

Information systems coordination

Maintains an awareness of the global needs of the organisation, and promotes (to both information systems and business management) the benefits that a common approach to information and communications technology deployment will bring to the business as a whole .

Coordinates the promotion, acquisition, development, and implementation of information systems and services in close liaison with those responsible for management and strategy

Sourcing management

Prepares pre-qualification questionnaires and tender invitations in response to business cases. Recognises the difference between open source and proprietary systems options.

Produces detailed evaluation criteria for more complex tenders and assists in evaluation of tenders. Acts as the routine contact point between organisation and supplier.

Collects and reports on supplier performance data.

Relationship management

Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts.

Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans.

For example, may oversee the organisation's promotional / selling activities to one or more clients, to ensure that such activities are aligned with corporate marketing objectives).

Negotiates with stakeholders at senior levels, ensuring that organisational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding

Solution Focused Achiever : Being a Solution-focused Achiever means that you always deliver your ambitious goals, outcomes and timelines.

It also means that you cut through complexity and obstacles to get to the right ethical solution at the right time.

Bold Decision-maker : Being a Bold Decision-maker means that you use the right blend of analysis, intuition and experience to break down problems and reach your decisions.

  • Change Agent : Being a Change Agent means that you identify, create and lead smooth business changes. It also means that you adapt quickly and perform effectively even when there’s ambiguity
  • You will be expected to drive the roadmap for Contact Centre Evolution. You will be responsible for architectural decisions for Contact Centres, this may include decisions on a technology direction, vendor selection, pattern / policy implementation or funding priority
  • Experience as an Enterprise Architect 10+ years , including working as an Enterprise Architect in a large corporate organisation.

    Evidence of leading material business change through Enterprise Architecture

    Experience of Enterprise Architecture Frameworks including TOGAF, and their relevance to the practice of Enterprise Architecture.

    TOGAF certification not essential

    Experience in running light-touch governance processes in large organizations

    A broad range of business, data, systems and technology architecture experience

    Hands-on experience of conceptual system or process modelling

    Experience of developing long term roadmaps linked to business outcomes

    Experience of producing business cases, gaining approval from senior stakeholders and ensuring delivery of business benefits

    Why choose us?

    We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed.

    That’s why we welcome applications from all parts of the community.

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