The client is looking for a senior business architecture advisor to support direct distribution in personal lines insurance in identifying and delivering its initiatives. The role sits upstream of delivery: opportunity analyses, impact analyses and target architectures, aligned with the overall solution and the organization's master plan. The person facilitates workshops with stakeholders, validates proposed solutions with business analysts and subject matter experts, and takes part in work planning (scope, breakdown structure, schedule, effort). They work with the direct distribution integration architect and IT architects, ensuring alignment with the architecture team. The only experience explicitly named by the client is the implementation of telephony and interaction management in a contact centre, on CXone, which places the targeted initiatives in the contact centre space.
Candidate sought : a business architect who has already defined the business solution and target processes of a telephony or interaction management implementation in a contact centre, ideally on CXone. We are looking for the person who frames the initiative and advises stakeholders, not the person who configures the platform.
Key Requirements:
- Mandates implementing telephony and interaction management
systems in a contact centre, specifically CXone
- Opportunity analyses, impact analyses or target
architectures
- Defining, designing and documenting the business
architecture of initiatives (business solution, target processes, business
requirements)
Requirements
PREFERRED
- Facilitating meetings and workshops with stakeholders,
business analysts and subject matter experts
- Influence, leadership and advisory role with stakeholders
- Participation in work planning (scope, breakdown structure,
schedule, effort)
Profiles to Exclude:
- CXone profile whose resume shows platform administration,
configuration or development (scripts, routing, IVR), with no demonstrated
opportunity analysis or target architecture.
- Business analyst profile whose achievements cover gathering
and writing detailed requirements, with no responsibility for defining the
business solution or target architecture of an initiative.
- IT or integration architect profile with technical
deliverables only, no target processes or business solution on the resume.
- Contact centre experience limited to operations or agent
supervision, with no involvement in a telephony or interaction management
implementation project.
- Business architecture profile with no telephony or contact
centre interaction management project on the resume.
