Senior Architect

Role Summary

Engagement Executive

Ensure technical solutions align with operational needs of front line agents team leads and executive leadership

Lead change management strategies and stakeholder engagement

Monitor program KPIs and drive adoption across contact centers and field operations

Key Responsibilities

Strategic Stakeholder and Relationship Management

Operations Leadership

Contact Center Management

Product Ownership Collaboration

IT Leadership Coordination

Single Point of Contact SPOC

Stakeholder Management

Executive Relationship Management

Business Roadmap Alignment

Operational Change Management and Adoption

Change Management

Training Enablement

Communication Strategy

Operational Readiness

User Adoption

Platform Onboarding

Feedback Management

Survey Management

Focus Groups

Backlog Prioritization

Program Delivery and Alignment

Program Delivery

Program Alignment

Project Milestone Tracking

Risk Management

Dependency Management

Business Readiness

Executive Steering Committee

Performance Reviews

Cross Functional Collaboration

Vendor Management

Third Party Management

Contract Management

KPI Management

Service Level Agreements SLA

Value Realization and Analytics

Business Analytics

Average Handle Time AHT

First Contact Resolution FCR

Customer Satisfaction CSAT

Employee Net Promoter Score eNPS

Platform Onboarding Metrics

Return on Investment ROI

Operational Cost Reduction

Agent Retention

Error Rate Reduction (careers.capgemini.com)