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CRM Architect

JOB PURPOSE
The Architect is the main responsible and technical lead for the CRM and CBS solutions selected Platforms. The solution includes: General Architecture, interfaces, functionalities, Integration between components and systems, Infrastructure design, Data migration, Service level definition, monitoring, alarms and statistics system. The Senior Architect leads the technical strategy on the assigned platforms and engages with commercial teams to ensure the solution meets the business needs.
Key Responsibilities

CORE RESPONSIBILITIES
• Deliver End-to-End Solutions for products and services required on the assigned platforms.  Will work closely with the both functional and technical areas, creating winning proposals and successfully delivering solutions within budget.
• Ensure overall Program execution of the multiple solutions on the Billing area showing detailed knowledge of the processes involved at each stage of project planning and execution, as well as methods for resolving issues that can occur throughout.
• Engage with stakeholders to meet agreed business value is achieved.
• Lead the technical design and implementation of CRM solutions and other IT platforms meeting standards and protocols for integration, data exchange, communications, software and interconnection for information systems.
• Ensure that all proposed solutions are future proof, meet the strategy and policies of Millicom, comply with local regulations in each country, are customer-friendly and functional and follow industry best practices.
• Work with vendors of the assigned solutions, ensuring delivery as agreed and managing any possible conflict.
• Reinforce strategy established: single standard version across Millicom operation, maximization of COTS, open architecture for easy integration.
• Manage a consolidated release plan for customizations and engage the business users for periodic reviews of priorities. Coordinate with functional teams to maintain the blueprinting, and implementation process across the Operations.
• Have the big picture of the solution and be able to answer any question regarding the scope of the project.
• Work with local teams to guarantee the new system has an adequate handover to the operation and includes proper monitoring, statistics and alarm systems.
• Ensure the adequate documentation is handled through the process: definition of test scenarios to test the end-to-end solution, reporting, and technical documentation.
• Coordinate efforts with all the operations throughout all the project life cycle ensuring adequate resource assignment.
• Support change management activities to secure proper adoption.
Position Requirements

QUALIFICATIONS
• Bachelor's or Master's degree in Telecom Engineering, Computer Science or related field
• Must demonstrate in-depth understanding and previous experience of network outsourcing models with a preference of experience in Africa.
• Minimum 10 years’ experience working in the Telecom Industry (Preferably in the operations area)
• In-depth understanding of the eTOM/ITIL framework
• SOA knowledge
• Oracle certification (Or similar)

MINIMUM EXPERIENCE
• Strong understanding of eTOM/ITIL Framework
• Strong understanding of OPEX/Quality drivers in the Telecoms environment
• Strong understanding of Transition and Transformation methodology and previous experience in M&A/Outsourcing transactions
• Strong experience and understanding of Project Management methodology and direct management of large multi-million dollar projects.
• In Depth understanding of IT Operations Management and KPI/SLA management with a focus on Customer Experience Management.
• Experience in Siebel CRM, Huaiwei and Oracle convergent billing, digital apps, SOA, MDW, OSM (Or similar)
• Experience in multi national companies, multi cultural environments with central, cloud and local applications.
• Experience in projects to transition to managed services (Preferably IT related)

CORE COMPETENCIES
• Management and leadership
• Exceptional service and results orientation
• Superior analytical and problem-solving abilities
• Ability to work under pressure and time constraints
• Ability to work effectively with a wide range of cultures in a diverse community
• Ability to present ideas in business-friendly and user-friendly language. Successfully presents technical information. Ability to make effective and persuasive presentations to senior management
• Ability to achieve results through others
• Excellent self-organization and self-direction in performance of tasks, including time management skills
• Set and manage priorities
• Ability to manage remote team

CRM Architect