Solution Architect – Service Desk

Solution Architect – Service Desk

Requirements

• University degree and/or 5-10 years of related experience with the delivery of IT support services and solution architecture.
• 5+ years of contact center and remote support technologies design, operations, development, implementation, and support.
• Strong knowledge of platforms such as Genesys, NICE, Five9, Amazon Connect, or similar.
• Strong knowledge of ITSM platforms such as Service Now, BMC Helix, or similar.
• Experience and in-depth understanding of service desk operations.
• Experience with AI/ML in customer support (e.g., chatbots, sentiment analysis) preferred.
• Experience with cloud platforms (AWS, Azure, GCP) and microservices architecture.
• Understands and knows how to implement ITIL processes such as Portfolio Management and Service-level management.
• Well versed in the practical delivery of Incident Management, Problem Management, Service Management, Asset Management, Major Incident Management, Knowledge Management, and Request Management.
• Familiar with proactive incident detection and resolution.
• Familiar with the development and usage of SLAs, KPIs, and XLAs.
• Ability to think ‘outside the box’.
• Takes the initiative in connecting and collaborating with individuals across the globe and in various time zones.
• Highly motivated, working effectively remotely without constant oversight.
• Initiative-taking, consultative and an excellent problem solver.
• Able to explain complex topics simply.
• Open-minded, hands-on mentality, curious, hands-on, and pragmatic character.
• Able to evaluate tradeoffs between build vs. buy options, taking into consideration multiple use case scenarios while planning innovations and considering the future.
• Understanding of deal financials with a basic understanding of accounting principles.
• Ability to gain buy-in and cooperation from a wide range of stakeholders without direct authority.
• Comfortable working in innovative technology and in a fast-paced environment.
• Willing to be client facing with strong communication skills.

Responsibilities

• Create durable and commercially viable solutions using innovative technology, process improvements, and reseller partner opportunities.
• Contribute to the ideation, technology architecture, collateral development, creation of Service Descriptions, delivery partner engagement, go to market strategy, preparation of cost and price models, sales enablement, pipeline curation, and continuous improvement of Unisys Service Desk offerings.
• Participate in all elements of the Portfolio Lifecycle Management process.
• Evaluate business requirements to come up with the technical solution to solve business problems.
• Design end-to-end technology solutions for contact centers and remote support platforms, including omnichannel cloud contact center and AI-driven support tools.
• Define integration strategies between service desk support systems such as ITSM, CRM, ticketing systems, workforce management, and analytics platforms.
• Ensure solutions align with enterprise architecture standards, security policies, and compliance requirements.
• Develop high level design, low level design, data flow diagrams, support models, user manuals, API documentation, guides, KBs, product manuals, etc.
• Evaluate emerging technologies (e.g., CCaaS, UCaaS, AI/ML, RPA) for applicability to contact center use cases.
• Develop proof-of-concepts (PoCs) and prototypes to validate architectural decisions and demonstrate feasibility.
• Define and oversee solution testing strategies, including functional, performance, and failover testing.
• Coordinate and oversee pilot deployments to validate solutions meet their goals.
• Work closely with developers, infrastructure teams, and delivery operations to ensure successful solution hand off into production.
• Work with technical teams to put together technical reference architectures and demos.
• Collaborate with vendors and internal stakeholders to assess and select appropriate platforms and tools.
• Identify potential security risks in the solutions proposed and develop road-map to mitigate them.
• Consider how Service Desk evolution aligns with the overall DWS strategy and partner ecosystem.
• Contribute to strategic solution business planning, service excellence improvement, and innovation, whilst ensuring governance maturity.
• Assist in the research, ideation, and creation of vision, strategy, and roadmap for the offering, collecting input from external analysts, delivery partners, sales, and existing Unisys clients.
• Analyze feasibility to augment existing Service Desk services by leveraging automation and AI in order to improve efficiency.
• Assist with managing solution and roadmap plan schedules to meet launch commitments.
• Work with delivery to determine licensing, transition, and labor costs for the purposes of developing a repeatable cost model and associated statement of work.
• May present Service Desk technical capabilities and architecture to key clients.

Preferred Qualifications

• Experience with AI/ML in customer support (e.g., chatbots, sentiment analysis) preferred.