Manager - Solution & Technology Architecture - Abu Dhabi, United Arab Emirates - Etihad

Description

Purpose

The purpose of this role is to design, develop and lead technical architecture for Contact Centre, that touches all aspects of airline domains such as Commercial, Customer, Digital, Cargo, Airport, Engineering, and other enterprise platforms. Working with the assigned value stream, the role will ensure the alignment of solution designs conforming to regulatory demands, architectural standards, technical standards, business requirements, budgets, and IT strategy.

This role contributes to our Agile transformation journey by actively working with a value stream initiative to deliver cost effective and quality technology solutions and implementations.

Accountabilities

• Responsible for end-to-end and holistic solution that are aligned to Etihad development, and architecture standards, patterns, and best practices, with particular focus on Contact Centre
• As an integral part of the value stream, this role is responsible for developing solution designs, development standards in accordance with Etihad architecture principles and working closely with the development teams to deliver quality solutions, within the deadlines and budget.
• Develop the design and implementation of solution architecture as part of both agile and waterfall delivery, enabling innovation, cost efficiency, strategy alignment and speed to market.
• Works closely with all stakeholders in DTI to ensure the solutions defined & developed align with the agreed technology roadmaps, business capabilities, DTI strategy and are implemented as designed.
• Contribute to evaluation and introduction of new technologies that accelerate delivery of expected business value
• Provide consultation to the product and project delivery teams within assigned Value Stream, identifying ways to apply new or existing technologies to support business initiatives, innovation, facilitating the reuse of ideas, components, services, and proven patterns within the Value Stream
• Contribute to improve the maturity of Architecture and development practices, by constantly evaluating and making necessary changes to patterns, standards, policies, guardrails, and other enablers.

Education & Experience

• Expertise in design, development of solutions within Contact Centers, ideally in airline and travel domain. With a minimum of 8 experience, with at least 2 years in airline, and with a proven track record in executing complex IT projects.
• Architectural experience with the implementation of large-scale contact center
• Experience of Service Oriented Architecture, microservices, and other integration methodologies, ideally in Airline domain
• Familiarity with Telecom Compliance requirements for Call Collection, GDPR, HIPAA, Consent Management etc.
• Experience in CCaaS Technologies such as Nice, Genesys or Avaya
• Experience with the 'last mile' MPLS, VPN and internet connectivity between CCaaS and multiple BPOs
• Excellent communication skills with experience in stakeholder management.
• Ability to work closely and collaborate with vendors, architects, business teams, and project teams.
• Experience in seeking the alignment of business and IT, contributing to common approaches, developing, and implementing designs, supporting both agile and waterfall methodologies.
• Bachelor's degree in Computer Science or related degree is desirable. Relevant certifications would be beneficial.
• Exposure to SAFe Agile and other methodologies preferred.