At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
As a Cognitive Telephony Architect in IBM's Global Business Services, you'll play a critical role in helping our clients reshape voice technologies and contact center solutions via a modern cloud-based architecture, all while working in a highly collaborative agile environment. You'll be responsible for the architecture of large-scale contact center operations, voice deployments, and IVR technologies that will drive superior experiences for our clients via a robust omni-channel strategy. You will define contact center technology standards and roadmaps for our clients while still having the opportunity to get into the code via the development of modularized patterns that will be leveraged to accelerate the team's delivery. You will support and provide recommendations for building external telephony ecosystem partners that will support our clients' requirements and accelerate delivery. We are looking for a technology leader and a change agent that will play a critical role moving our cognitive contact center solutions forward, and providing leadership of cross functional teams that will unlock positive business outcomes in this space.
Top Responsibilities Are -
Shape the future of Contact Center/Service Center offerings in telephony and non-voice channels, such as SMS and chat, through flexible, modern cloud-based architectures
Provide best of breed, fit for purpose telephony technology strategy and architectural recommendations
Provide telephony architecture proposal support, design and delivery
Define, architect (design), and implement enterprise telephony solution in the cloud
Possess a thorough understanding of PSTN, SIP, CDRs, with the goal of covering the full telephony path from landing the call to managing it via virtual or live agents
Leadership in cross-functional teams
Assist in assuring client satisfaction and maintaining a strong client relationship through delivery excellence
Support pre-sales activities, assessments and delivery
Build, grow, and steward client and business partner relationships
You are passionate about mentoring other team members and look to extend learnings from engagements and R&D with the company as a whole
Strong soft skills that you can bring to bear to drive organizational and operational transformation
Demonstrated ability to engage with and present to both executives and engineering teams. You understand overarching business goals as well as technical implications and are able to speak to both
Although this position is currently remote, this is not a permanent work from home position. The IBM Client Innovation Center is an in-bound delivery model where we will support our clients from our Buffalo center. POST COVID you are expected to travel up to 75% of the time to meet our client needs across the US. Travel is typically related to knowledge transfer and training at the client site (Monday thru Friday). POST COVID you must live in, or be willing to relocate to, Buffalo, NY. This is not a work from home position. This is a traditional office position.
Health Insurance. Paid time off. Corporate Holidays. Sick leave. Family planning. Financial Guidance. Competitive 401K. Training and Learning. We continue to expand our benefits and programs, offering some of the best support, guidance and coverage for a diverse employee population.
Our goal is to be essential to the world, which starts with our people. Company wide we kicked off an internal talent strategy program called Go Organic. At our core, we are committed to believing and investing in our workforce through:
Skill development: helping our employees grow their foundational skills
Finding the dream job at IBM: navigating our company with the potential for many careers by channeling an employee's strengths and career aspirations
Diversity of people: Diversity of thought driving collective innovation
In 2015, Go Organic filled approximately 50% of our open positions with internal talent that were promoted into the role.
With an employee population of 375,000 in over 170 countries, amazingly we connect, collaborate, and care. IBMers drive a corporate culture of shared responsibility. We love grand challenges and everyday improvements for our company and for the world. We care about each other, our clients, and the communities we live, work, and play in!
Required Technical and Professional Expertise
3+ years of experience with voice communication systems and contact center technologies
3+ years of contact center background ideally with experience in modern web technologies
3+ years in selling and negotiating consulting services
3+ years of experience in senior technical leadership roles
Knowledgeable in cloud native architecture (AWS, Azure, GCP or IBM Cloud), modern software engineering languages and tools, and proficient new and emerging technologies
Experience architecting telephony solutions in the cloud or moving solutions to cloud
Ability to drive product selection of cloud-based contact center providers such as Twilio Programmable Voice, IBM Watson, Amazon Connect, Google Contact Center, LivePerson, Genesys with familiarity of on-prem enterprise solutions such as Avaya and NICE
Experience with large scale global contact centers, voice deployments, collaboration technologies, SBCs, IVR technologies, CTI technologies, SIP, WebRTC, and SMS
Has solved operational challenges with voice and chatbot systems including telephony infrastructure, contact center design & implementation, call routing, softphone, and WFM integrations
Hands-on Architect, who can not only articulate and drive strategies, but can also drives the vision to success
A passion for state-of-the art voice and contact center engineering technical approaches in design, build, testing, and debugging problems
Experience debugging SIP network traffic
Preferred Technical and Professional Expertise
Experience working as an architect for an IT professional services firm or similar background in an IT architecture role in a large enterprise
Broad knowledge of major cloud technologies including virtualization, containers, networking etc. on different cloud platforms and additional knowledge or experience in the areas of IT and/or cloud technology architecture, service management and/or resiliency is a plus
Experience with NLP or conversational AI technologies, such as Watson Assistant, Watson Knowledge Studio, Google Dialogflow, Rasa, Stanford NLP is a plus
Experience using speech recognition and/or speech synthesis technologies (e.g. IBM Watson Speech-to-Text and Text-to-Speech) is a plus
About Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
Your Life @ IBMWhat matters to you when you're looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:
*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.
*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.
*Well-being programs to support mental and physical health.
*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).
*Select educational reimbursement opportunities.
*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.
*Giving and volunteer programs to benefit charitable organizations and local communities.
*Discounts on retail products, services, and experiences.
We consider qualified applicants with criminal histories, consistent with applicable law.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.