Overview
Lead Architect, Digital Experience and Case Management Jobs in Winnipeg – Manitoba at Bell
Title: Lead Architect, Digital Experience and Case Management
Company: Bell
Location: Winnipeg – Manitoba
Category: IT/Tech
As the largest high-tech team in Canada, Network and Technology Services builds cutting edge fibre and 5G networks that drive how Canadians connect with each other and the world! Our team is at the forefront of developing Bell’s leading products and services:
Fibe TV and Internet, Wireless, Smart Home, cloud, security and IoT. We enable the delivery of the best content from Crave, TSN/RDS, iHeart Radio and dozens of other leading media properties to our customers any time, on any device. About the role
At Bell, we want our customers to have a long and happy relationship with brands over time. As a Lead Architect, Digital Experience and Case Management, you will work to define and facilitate the transformation of Bell’s current architecture business process flow to establish a set of technology and practices, forming a core record that tracks individual customer interactions and service issues across channels and agents over time.
In this role, you will be responsible for designing and implementing the process and technology strategies for Case Management to enhance our customers’ experience across multiple channels, including web, mobile, retail, call centre, social media, and AI-driven interactions. You hunt the top case management and customer experience models worldwide and across many industries for inspiration and grounding.
You will
work closely with
cross-functional teams
to identify business requirements and user needs, analyze customer feedback, and develop enterprise-wide strategies for user engagement built upon optimal technical architectures.
To succeed in this role, you should have a solid technical and software background with a deep understanding of customer experience design principles and
design thinking
.
You are
a natural leader with excellent
communication skills
and the ability to collaborate with stakeholders at all levels of the organization.
You are
an expert in your field but also a team player who embraces
innovation
and a
diversity
of new ideas to create the best outcomes.
You will
bring industry-leading knowledge of cloud SaaS suppliers supporting case management, digital commerce, and digital call centers, including their deployment architectures, implementation trade-offs and supported customer experience journeys. The role requires the candidate to possess a proven record of accomplishment for people and
change management
, leading
digital transformation
technology strategies and implementations at large Canadian or international corporations and integrating technical and business considerations into their design patterns.
Key Responsibilities
• Directing technical team members toward the development of documented technical architecture and integration plans supporting an enterprise-wide transformation initiative
•
Hands-on experience
designing and integrating the shelf SaaS CRM and Case Management solutions from major vendors such as Salesforce, Oracle, Service Now, and Pega.
Experience with
novel and disruptive new entrants is an asset.
• Contributes to the system-level design of E2E technology solutions in support of IT
digital transformation
plans
• Strong technical acumen and ability to translate complex topics into simple frameworks for analysis, and an ability to rally team members around them to con…
