Call Center Solution Architect

Posted Apr 5

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. 

Owens & Minor teammate benefits include:

  • Medical, dental, and vision insurance, available on first working day
  • 401(k), eligibility after 30 days of employment
  • Employee stock purchase plan
  • Tuition reimbursement
  • Development opportunities to grow your career with a global company

Position Overview:

We are seeking a seasoned Call Center Solutions Architect to join our team. As a subject matter expert, you will play a pivotal role in designing and optimizing call center operations. Your expertise in networking, omnichannel systems, workforce management, and capacity planning will drive efficiency, enhance customer experience, and ensure seamless communication.

Responsibilities:

Solution Design and Implementation:

  • Collaborate with stakeholders to understand business requirements and pain points.
  • Architect end-to-end call center solutions, considering scalability, redundancy, and security.
  • Evaluate existing infrastructure and propose enhancements or replacements as needed.
  • Implement and oversee the deployment of call center technologies, including IVR systems, ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), and CRM (Customer Relationship Management) tools.

Network Infrastructure Optimization:

  • Analyze network architecture to ensure optimal call routing, minimal latency, and high availability.
  • Design failover mechanisms and disaster recovery plans.
  • Work closely with network engineers to troubleshoot connectivity issues and optimize data flow.

Omnichannel Expertise:

  • Develop strategies for seamless customer interactions across channels (voice, chat, email, social media).
  • Integrate omnichannel platforms to provide consistent service experiences.
  • Ensure smooth transitions between channels for customers and agents.

Workforce Management:

  • Create staffing models based on call volume, service level agreements (SLAs), and agent efficiency.
  • Implement workforce management tools for forecasting, scheduling, and adherence tracking.
  • Optimize agent utilization while maintaining employee satisfaction.

Capacity Planning and Scalability:

  • Forecast call center growth and plan for scalability.
  • Monitor system performance metrics (e.g., call abandonment rate, average handle time).
  • Recommend hardware and software upgrades to accommodate increased omnichannel volume.

Partner Management Optimization:

  • Collaborate with partner management team to evaluate current outsourcing strategies and new technologies.
  • Stay informed about industry trends and emerging call center solutions.

Documentation and Training:

  • Assist in creating detailed technical documentation for call center processes, configurations, and troubleshooting guides.
  • Assist training staff on system usage, best practices, and troubleshooting procedures as needed.

Qualifications:

  1. Education: Bachelor’s degree in Computer Science, Telecommunications, or related field (Master’s preferred).
  2. Experience:
  3. Minimum of 8 years in call center operations, with at least 5 years focused on solution design.
  4. Proven track record of successful call center implementations.
  5. Certification in relevant technologies is a plus.
  6. Skills:
  7. Proficiency in call center software (e.g., ACDs, IEX)
  8. Strong understanding of networking protocols
  9. Excellent analytical, problem-solving, and communication skills.
  10. Ability to lead cross-functional teams and manage complex projects.

Benefits:

  • Competitive salary and benefits package.
  • Opportunity to shape call center strategies and drive organizational success.

If you are a strategic thinker with a passion for optimizing call center operations, we encourage you to apply! Join our dynamic team and make a lasting impact on customer service excellence.

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.