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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Business Architecture, providing strategic leadership and architectural guidance for contact center modernization initiatives. Proficient in translating business strategies into actionable roadmaps and aligning technology with operational models to enhance business capabilities.
Highest-signal resume keywords
Business Architecture ExperienceContact Center Platform ModernizationAgentic AI CapabilitiesLeadership in Team ManagementAutomation and AI Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business ArchitectureContact Center ModernizationAutomationAI ImplementationProject ManagementRisk ManagementAnalytical ToolsCapability RoadmapsOperating Model DesignProcess Transformation
Soft Skills
Influential CommunicationNegotiation SkillsLeadership GuidanceProblem SolvingMulti-tasking
Tools & Technologies
MS OfficeAnalytical ToolsProject Management MethodologiesRisk Management Methodologies
Certifications & Qualifications
Business Architecture Certificate
Industry Keywords
Contact CenterBusiness StrategyTransformation OpportunitiesStakeholder EngagementFinancial Impact
About the role
Key responsibilities & impact- Provide strategic leadership and architectural guidance in support of the U.S. Contact Centre (USCC) pillar
- Translate business strategy into actionable capability roadmaps, target operating models, and modernization plans
- Align business priorities, process transformation, data, technology, and operating model decisions
- Serve as the Business Architecture lead for a large-scale contact centre platform modernization program
- Define future-state business capabilities required to support modern contact centre platforms
- Lead the business architecture strategy and design activities required to enable Agentic AI capabilities
- Influence senior leaders and stakeholders across the USCC pillar by providing insights, recommendations, and strategic direction on business capabilities, transformation opportunities, and target-state design decisions
Requirements
What you’ll need- Undergraduate degree or Business Architecture certificate and/or 10+ years relevant experience
- Previous Business Architecture experience as asset
- Knowledge and experience enabling automation, AI and contact center platform modernization capabilities an asset
- Experience in leading teams strongly recommended
- Be credible and have strong working knowledge in subject matter unique to the business or have direct access to these SMEs
- Ability to provide leadership guidance on execution strategy and the development and deployment of projects and programs to solve unique and ambiguous problems with broad financial and operational impact
- Ability to connect the dots across products, channels, and segments to identify areas of value
- Ability to cut through complexity and ambiguity to communicate with and influence senior stakeholder group
- Dexterous in influential and negotiation skills for making recommendations and engaging shareholders to act for meeting the business needs on a complex project
- In-depth knowledge of using MS Office, analytical tools and techniques and project and risk management methodologies
- Ability to prioritize and multi-task in a fast-paced environment is an asset.
- Previous management consulting experience is an asset
- Ability to handle confidential information with discretion.
Benefits
Comp & perks- health and well-being benefits
- savings and retirement programs
- paid time off
- banking benefits and discounts
- career development and reward and recognition programs