RQ09521 - Solutions Designer - CRM - Intermediate

Responsibilities

• Undertakes the design of hosting technology solutions based on the client’s service specifications, standards, policies, best practices and cost models, in order to meet client CRM application business requirement and project/initiative deliverables.
  

General Skills

• Knowledge of CRM applications, operating systems, environments, database technologies, programming languages and communication protocols.
  


• Knowledge of related best practices, OPS directory/messaging standards, standard facilities architecture management, facility service delivery processes, infrastructures policies, procedures and direction, cost models and procurement processes,
  


• Ability to gather client business requirements; corporate I&IT information mandates, client information technology strategic plans, environment and standards
  


• Ability to participate in the development of solutions and provide advice on short/long term CRM solution service development activities.
  


• Knowledge of leading edge technologies design criteria, security and recovery procedures, preparation of technical specifications for installation, testing and performance of integrated, multi-services systems; assess performance and capacity of existing system making recommendations for improving performance and develop technical documentation.
  


• Experience planning, migrating, implementing and sustaining large complex system development projects
  


• Knowledge of technology developments, trends and new products to evaluated application to client short and long term technology requirements.
  


• Basic knowledge of project management methodology (e.g. PMBOK), analytical tools and processes.
  


• Conceptual and analytical skills to assess and evaluate client needs and c o n d u c t cost/benefit analyses for new technology requirements in planning and designing solutions.
  


• Experience designing and developing large, complex, CRM applications
  


• Experience with systems evaluation to assess conditions, technical performance and capacity of existing systems and determine need and feasibility of expansion, renovation or replacement.
  


• Excellent analytical, problem-solving and decision-making skills, verbal and written communication skills, interpersonal skills and negotiation skills, teamwork skills
  


• A team player with a track record for meeting deadlines
  

Requirements

Experience and Skill Set Requirements

Technical Skills -55 points

• 10+ years of experience in software development and delivery track record in a range of technical roles
  


• Ideally 5 yrs of experience in AWS cloud using AWS Services and tools, including Lambda, AWS Connect, API Gateway, Amazon Lex, AWS CLI, Kinesis, $3.KMS,Glue, DynamoDB, RDS, Amplify, and other core AWS services.
  


• Experience setting up environments and mechanism using tools such as JIRA, Confluence, Maven and Jenkins or similar tools
  


• Knowledge of AWS cloud and AWS connect ecosystem and integration
  


• Creation, management, and maintenance of AWS & related cloud-based production system.
  


• Deployment and automation of packages for cloud-based system
  


• Extensive experience in design, develoment and implementation of an Amazon Connect cloud-based contact center solution. Services including, but not limited to: Call and Queue Flows, Agent Experience, Call Recording. Metrics, Contact Lens, CTR Data analysis
  


• Knowledge of the following Amazon Web Services (AWS) technologies Amazon Pinpoint, Amazon DynamoDB, Amazon Kinesis Data Streams and Amazon Polly
  


• Proficiency in AWS CLI and AWS SDK, including writing Infrastructure as code using AWS CloudFormation and IAM Roles with AWS security best practices.
  


• Experience in scripting languages like Python, Bash, PHP, Java, JavaScript, Node, etc.
  


• Experience in build tools like Git, Ansible, Chef, Puppet etc. for continuous integration •Knowledge of container-based virtualization technology like Docker
  


• Familiarity with monitoring solutions such as CloudWatch, CloudTrail, etc.
  


• Experience with CI/CD pipelines for deploying applications on AWS.
  


• Proven implementation of cloud security models, particularly identity, network, and encryption
  


• Knowledge of Gitlab or other DevOps tools and CI/CD integration
  


• Ensuring availability, performance, security, and scalability of AWS & related production systems.
  


• Excellent knowledge in managing AWS resources and configuring Amazon VPC, AWS Firewall, Amazon Elastic Load Balancing.
  


• auto-scaling. AWS IAM, Amazon EC2, Amazon S3, Amazon API Gateway. AWS Lambda, Amazon Aurora DB, Amazon Redshift, Active MQ, AWS CloudTrail, AWS CloudWatch, and other services in the AWS family.
  


• Provision of critical system security by leveraging best practices and prolific cloud security solutions.
  

Core Skills and Experience - 25 points

• 10+ years of experience with:
  


• Developing and maintaining system design models, technical documentation and specifications
  


• Experience setting up environments and mechanism using tools such as JIRA, Confluence, Maven and Jenkins or similar tools Knowledge of IVR and Workflow.
  


• Experience in scripting languages like Python, Bash, PHP, Java, JavaScript, Node, etc.
  


• Experience in build tools like Git, Ansible, Chef, Puppet etc. for continuous integration
  


• Knowledge of container-based virtualization technology like Docker
  


• Integration experience in building and using APIs
  


• Experience applying industry web, architectural and security standards and best practices
  


• Providing recommendations for architecture and process improvements.
  


• Definition and deployment of systems for metrics, logging, and monitoring on AWS and related platform.
  


• Designing, maintenance and management of tools for automation of different operational processes.
  


• Evaluation of new technology alternatives and vendor products.
  


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• Contact center domain Experience/Public sector experience - 10 paints
  


• 5+ years of experience working with implementing Contact center solutions
  


• Knowledge of Public Sector Enterprise Architecture artifacts (or similar), processes and practices, and ability to produce technical documentation that comply with industry standard practices
  


• Knowledge and experience with Contact center implementation in Public sector setting
  


• Experience adopting and adhering to Public Sector Unified I&IT Project Methodology, Public Sector Enterprise Architecture and Public Sector Gating process, and Public Sector Standard Systems Development Methodologies
  


• Experience with large complex IT projects.
  

General Skills - 10 points

• Proven technical leadership skills with ability to identify areas for improvement, and recommend solutions
  


• Exceptional analytical, problem solving and decision-making skills
  


• Demonstrated strong interpersonal, verbal and written communication, and presentation skills
  


• Proven troubleshooting and critical thinking experience
  


• Demonstrated ability to apply strong listening skills to facilitate issue resolution
  


• Effective consulting skills to engage with all stakeholders with proven track record for building strong working relationships
  


• Strong interpersonal, facilitation and negotiation skills with ability to build rapport with stakeholders and drive negotiations to a successful outcome
  


• Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively
  


• A motivated, flexible, detail-oriented and creative team player with perseverance, excellent organization and multi-tasking abilities, and a proven track record for meeting strict deadlines.
  
  

MUST HAVE

• 5+ years of experience in software development and delivery track record in a range of technical roles
  


• ideally 3 yrs of experience in AWS cloud using AWS Services and tools, including Lambda, AWS Connect, API Gateway, Amazon Lex, AWS CLI, Kinesis, S3,KMS,Glue, DynamoDB, RDS, Amplify, and other core AWS services.
  


• Experience setting up environments and mechanism using tools such as JIRA, Confluence, Maven and Jenkins or similar tool