Manager of IT Enterprise Architecture (Cloud Contact Center) (Remote)

IT – Infrastructure
Cape Town – Western Cape

SERVE as an expert consultant for key IT projects, system integrations and system developments as the next Manager of IT Enterprise Architecture sought by a dynamic Consultancy in Cape Town. You will also act as a Senior Advisor to the Advanced IT Services Department, using technical and analytical skills to assist in detecting and solving complex IT challenges. The successful candidate must hold a suitable Degree with 7 years professional ICT experience in a similarly broad area of responsibility with corresponding leadership experience and at least 5 years’ experience designing and developing omni channel contact center solutions and technologies. Your tech toolset should include – Genesys Engage or Genesys Cloud CCAAS platforms, Azure Cognitive Services, Google DialogueFlow & Cognigy AI, AWS / Google Hyperscalers, Citrix, SQL, MPLS, SD-WAN, VPN, HPE Cluster or similar environments, 2FA security systems, VMware Hyperconverged Infrastructure and Active Directory.
In your capacity as Senior Advisor –
  • Keep abreast of latest developments in Genesys and Cloud technologies, in order to provide insights that will influence the technology-driven corporate omni channel IT strategy.
  • Expand the digital service platform by evaluating new and upcoming Genesys & Cloud features, then test and promote the concepts that will add value to business or customer experience.
  • Drive continuous improvements and efficiencies of existing IT services, by following the Agile methodology of Develop, Test, Release, Feedback & Improve.
  • Assist in the development of a holistic view of all technology in the enterprise (Enterprise Architecture Strategy) by using an Enterprise Architecture (EA) framework as guideline.
General Tasks –
  • Oversee, improve and upgrade enterprise services, software and hardware.
  • Assist in the scope, review and refinement of proposals that will go out on RFP to external vendors.
  • Cooperate with main stakeholders being e.g., IT Operations, Senior Management, Business Development, Quality and Training, Finance and Controlling, Operations Management as well as active consulting of clients.
  • Represent the IT Enterprise Architecture Department in meetings.
  • Exchange with vendors on market trends and possible wins for the business.
  • Support IT projects.
  • Control external service providers and partners.
  • Develop project budgets, controlling and reporting on expenditure.
  • Exchange and align continuously with IT Operations.
  • Any other IT Enterprise Architecture related topics and duties.
Qualifications –
  • A relevant Degree is essential.
Experience/Skills –
  • An IT professional with at least 7 years of professional ICT experience in a similarly broad area of responsibility with corresponding leadership experience.
  • A minimum of 5 years’ experience in designing and developing omni channel contact center solutions and technologies.
  • The ability to develop and maintain a future orientated innovative IT strategy for the provision of an enabling, stable and reliable information, communication and technology services platform.
  • Familiar with modern aspects of computing, including virtualization, cloud and hybrid, hyper-converged computing, and software defined infrastructures.
  • Proven experience and track record in managing contact center environments (Genesys or similar) including infrastructure related topics.
  • Demonstrated progressive technology leadership experience e.g., Work from Home solutions, Digitalisation & Automation.
  • Familiar with Agile Management methodologies and use them in a targeted and experienced manner.
  • Can demonstrate experience and understand regulatory compliance topics (ISO, PCI, GDPR).
  • Excellent presentation skills.
  • Ability to manage global teams and drive outcomes virtually.
  • Willingness and ability to travel.
Technical Skills/Experience:
    • Genesys Engage or Genesys Cloud CCAAS platforms
    • Azure Cognitive Services, Google DialogueFlow & Cognigy AI
    • MS Azure / AWS / Google Hyperscalers
    • Citrix & Citrix Cloud virtual desktop environment
    • SQL, data sourcing, enterprise data management
    • Network security and architecture (MPLS, SD-WAN, VPN)
    • Server infrastructure (HPE Cluster or similar environments)
    • 2FA security systems
    • VMware Hyperconverged Infrastructure
    • Active Directory
  • You develop your team in an entrepreneurial way and embody a digital and agile mindset.
  • You are someone who wants to make a difference in the Digital SME sector.
  • You are actively involved in change processes; you have internalised transformation and active engagement with regards to new topics and innovations.
  • Must possess excellent communication skills (both verbal and written), with proven ability to communicate effectively with all levels of employees.
  • Strong Leadership skills and proven ability in leading a team to achieve objectives.
  • Ability to function effectively within a multilingual and multicultural environment.
  • Demonstrates effective relationship building, problem solving, negotiating, goal setting.
  • Exceptional critical thinking and analytical skills.
  • Must be very detail orientated, and able to multitask efficiently.
  • Possess the ability to work independently and adapt work schedule to the needs of the department.
  • Proven track record of problem-solving and innovation.
  • Ability to manage external suppliers globally ensuring SLAs are met or exceeded.
  • Well-developed decision-making skills.
  • Self-motivated and proactive.
  • Able to think strategically.