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Solutions Architect – Contact Center (Remote)

Home Depot of Canada Inc.

This is a Contract position in Toronto, ON posted November 20, 2022.


We are seeking world-class talent looking to build a career with the world’s largest home improvement retailer, operating more than 2,200 store locations in the U.S, Canada and Mexico. Specifically, your role in The Home Depot Canada will place you at the center of one of the top retailers in Canada that is experiencing an exciting growth trajectory.

You will work with IT teams and business partners to understand strategic initiatives as well as deliver leading-edge capabilities that support Home Depot Canada’s retail business. You will apply advanced problem-solving techniques and coordinate with other core team members to resolve system issues, maintain complex business logic and identify and implement innovative solutions.

The Architecture position focus is around modernizing contact center technologies (includes conversational IVR, chat/sms integrations etc) across the division in support of the world’s largest home improvement retailer.

Core Competencies:

  • Strong understanding of contact center principles and toolsets used in the industry with solid knowledge on telephony (VoIP) and networking
  • High degree of analytical capability and strong ability to troubleshoot software issues.
  • Willingness and ability to partner with IT department on projects and troubleshooting
  • Strong communication skills, both verbal and written.
  • Strong interpersonal skills and ability to work effectively with a wide range of individuals.
  • Ability to analyze and solve problems, perform complex tasks, and prioritize multiple projects.
  • Collaborate with business partners, Subject Matter Experts (SME) and other stakeholders to establish and document business requirements
  • Translate functional requirements into a technical solution that supports the e2e business process.
  • Develop project level solution architecture and system concepts
  • Participate in and facilitate architecture design reviews
  • Lead efforts to scope and estimate technical deliverables
  • Manage the Key Design Decision Process and Design Escalations
  • Collaborate closely with domain architects and other solution architects to ensure that the solution architecture aligns with technology and business capability roadmaps
  • Develop technical designs in partnership with the development team(s) that align with technology standards and architecture principles.
  • Perform software inspections and design reviews.
  • Ensure that technical and other non-functional requirements are designed into the end-to-end solution.
  • Mentor resources working on technical solution and act as the point person for cross-project technical issues/resolution
  • Ensure development is in line with the solution design
  • Oversee operational readiness and implementation strategy
  • Document technical debt and Identify opportunity to alleviate it

Technical Qualifications

  • 8+ years working in Information Technology, preferably with experience implementing large-scale complex contact center initiatives on a global / enterprise level
  • 5+ years’ contact center architecture experience using various contact center toolsets at various industry levels, retail experience is an added plus.
  • Experience in Avaya Phone Systems and Salesforce is desirable but not mandatory
  • A solid understanding of essential call center/contact center technology trends (social media interacts, chat, sms, etc)
  • A strong technical background and passionate about technology and technology trends..
  • An understating of different integration methodologies including ETL, EDI, asynchronous messaging (pub/sub) and service-based integration patterns is an asset
  • Strong Knowledge of cloud platform experience (Amazon Web Services, Google Cloud, Microsoft Azure) is helpful.
  • Strong analytical and problem-solving skills as well as the ability to decompose complex problems and perform root cause analyses.
  • Good working knowledge in modern web application framework , REST/OAuth, Kubernetes and microservices is nice to have
  • Experience with distributed data processing is a benefit
  • **Internal Candidates: Must fulfill minimum time-in-position (1 year) and performance management code requirements (M+, Meets Expectations and Consistently Demonstrates