SunTrust Banks Technology Engineer in Richmond, Virginia

Req ID: W455003

Job Description The SunTrust Network Design and Engineering team seeks to hire a Senior-Level Contact Center Architect. This position will report to the VP of Network Engineering, and will be responsible for the current and future architecture, planning and design of our converged, multi-channel contact center infrastructure. We own/operate a global-scale infrastructure comprised primarily of Avaya and Cisco infrastructure including: Aura/Session Manager, CM 6.0 and higher, CC Elite, Advocate, AES, CMS, Interaction Center, Experience Portal, Proactive Contact, Oracle SBC, multi-vendor SIP, and peripherals/software from NICE, PinDrop, eGain and Affinity and Prognosis. The successful candidate will lead teams of internal and external resources and be accountable for planning, strategy, development, and implementation. Deliverables will include: Contact Center technical and operational standards, delivery management for tactical and investment projects, procedures and associated technical training plans. The successful candidate will stay abreast of emerging trends and technologies and determines the appropriate way for SunTrust to integrate and sequence them and function as chief Contact Center Advocate/Consultant to our internal Business Leaders and IT Management in support of operating objectives. Qualifications Minimum Requirements: Bachelor’s degree and 8 years of experience in network planning or administration or an equivalent combination of education and work experience. Deep specialized and/or broad functional knowledge. Sound understanding of business and organizational strategies and processes. Ability to interpret internal and external business challenges and recommend best practices. Ability to lead complex projects. Sophisticated analytical skills and the ability to solve complex technical and business problems. Ability to influence others at senior levels to adopt a new perspective. Preferred Requirements: Master’s Degree or Certification preferred. At least 10 years of experience in Integration of listed Avaya Contact Center technologies. At least 5 years of experience technical design and delivery large scale contact center solutions. At least 5 years of experience in people management and consulting practice. Current CCNP or higher preferred. Deep and Broad experience with VoIP/SIP design/planning for global-scale Contact Centers. Expert-level proficiency with the Avaya Contact Center Hardware and Software platforms listed. Consultant-level experience with Elite call flow / work flow design and architectural best practices. Real-world experience with delivery and integration of RT Video, CTI, Multi-Carrier SIP. Experience with virtualization and private/public cloud-delivery of underlying computing platforms. Experience working in highly secure, regulated network environments Demonstrated knowledge/experience in an ITIL process-oriented environment. Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national origin, age, disability, veteran status, pregnancy, marital status, citizenship status, sexual orientation, gender identity, genetic information, or any other classification protected by applicable laws.

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