Solutions Architect, Contact Center

Employer
AARP
Location
Washington, DC
Posted
Jul 31, 2022
Closes
Aug 30, 2022
Ref
3169
Function
IT, IT Architect
Industry
Nonprofit
Hours
Full Time
Overview

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence and nearly 38 million members, AARP strengthens communities and advocates for what matters most to families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and AARP Bulletin.

Information Technology Services is responsible for AARP enterprise-wide technology and information security functions. Services range from infrastructure design and operations, system and software lifecycle implementations, enabling the mobile workforce and protecting AARP network, systems and data. A variety of technologies and practices are used including cloud computing, automation, artificial intelligence and machine learning within highly collaborative Agile teams.

The Solutions Architect, Contact Center is a core technical resource on a platform/capability team responsible for the architecture design, development, maintenance, administration, and continuous improvement of solutions in AARP's enterprise and business systems. This position is accountable for the technical components of the platform/capability strategy and lifecycle and will be expected to deliver incremental business value in an agile environment. The Solutions Architect, Contact Center must be a multi-faceted technologist able to build business-value-based objectives and perform "hands-on" development and configuration within AARP's technology ecosystem.

Responsibilities

  • Establishing the technical roadmap for the platform or capability strategy and lifecycle that considers value-based outcomes, costs to maintain, supportability, and performance.
  • Ensuring sound integration, data, security, and business architecture design throughout all stages within the platform or capability lifecycle.
  • Providing the rapid delivery and development of technical solutions that align with business and/or platform outcomes.
  • Providing technical leadership for internal and external audits, disaster recovery, ongoing operations, production support, third-party development or implementation services, contract negotiations, and business interactions related to platform or capability systems and services.
  • Troubleshooting and resolving technical issues related to platform or capability systems, solutions, and services.
  • Innovating and/or driving the continuous improvements of implementation methodology and technical service offerings based on customer/employee experiences or other enterprise objectives/outcomes.
  • Actively participating in a Community of Interest for engineers across all capability and platform teams to share information and strengthen understanding of business needs and technology-based business solutions.
  • Developing and maintaining deep technical knowledge and expertise related to domain area systems, solutions, services and applications.

Qualifications

  • Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
  • Salesforce Administrator and Salesforce Service Cloud Consultant Certifications preferred.
  • 5+ years of IT experience with applied knowledge of the Salesforce Sales, Service, and Experience Clouds.
  • 5+ years of experience with Computer Telephony Integration (CTI) and Contact/Call center technologies.
  • Skilled in Apex, Lightning Web Components, Visualforce, HTML, JavaScript, SOQL, SQL, and Integration knowledge.
  • Experience in enterprise practices and standards, cloud technologies, and platform integration.
  • Technical or solution architecture experience with projects using Agile and other iterative approaches.
  • Ability to provide on-call and after-hours release support as necessary.
  • Home office environment with the ability to work effectively surrounded by moderate home environment noise.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.