Solutions Architect - Customer Service TechnologyWe are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating units of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso into the reference in portioned coffee and one of the world's most trusted brands. Our growth comes from our commitment to research and development in order to pioneer and provide the very highest quality coffees that could be enjoyed in the comfort of consumers' own homes and also savored at out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses. We guarantee quality by taking a careful, thoughtful approach in how we source our ingredients, produce and market our premium coffee products. With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 60 countries and counts over 12,000 employees worldwide. To learn more visit www.nespresso.com.
We are looking for a Solution Architect Customer Service Technology to be part of our Nestlé Nespresso Digital and Tech Team.
Position Snapshot Type of Contract: Permanent.
Type of work: Hybrid
Work Language: Fluent Business English
The role As a Solution Architect, you will be accountable for the technology, solutions, and toolkits used by our CES team (Customer Engagement Services). You will ensure these fit the overall Enterprise Architecture and meet the product group strategy. Solutions Architects provide the necessary leadership, analysis, and design tasks related to the development of a product or a set of products within a product group. They work closely with DevOps/development teams and suppliers to secure optimal delivery and maximized business value.
The Solution Architect is also accountable for supervising the design as well as the integration execution within the scope of their product/product group/platform, collaborating with the integration platform team. S/He owns solution architecture specification and ensures initial compliance with security and other internal standards.
What you'll do Deliver the architectural design for Customer Service Solutions and inputs to the roadmap by utilizing knowledge of defined reference architectures, technology trends, and implementation experience in order to translate a business need into a solution blueprint that represents an end-to-end technical solution.Evaluate and select software and hardware product standards and services, as well as the design of standard and custom software configurations.Define guidelines, standards, and solution patterns to ensure product-based decisions are aligned with the enterprise's future-state architecture vision.Deliver the integration of solutions within the context of Nespresso Customer Service, including but not limited to Call Centers and Back Office operations.Identify the organizational impact (for example, on skills, processes, structures or culture) and financial impact of the solution architecture.Monitor and analyze the current-state solution portfolio to identify deficiencies through aging of the technologies used by the application or misalignment with business requirements.Engage with Tech Leads, Business Analysts, Product Managers, Product Owners, and our Development Practice within and across the product groups to ensure alignment with the overall enterprise architecture.What you'll need Bachelor's degree in business or computer science, systems analysis or a related study, or equivalent experience.5+ years of experience in at least two IT solution development disciplines, including technical architecture, network management, application development, middleware, database management or operations.3+ years Hands On experience in Customer Support specific technologies (CCAAS, VoIP, Case Management, Business Process Management Systems, Social Listening tools, etc).Ability to understand the long-term ('big picture') and short-term perspectives of situations.Effectively communicates in English at different levels in the organization.Bonus Points If You: Have a deep understanding of agile methods and processes.Have experiences working in a global environment and with virtual teams.About Nespresso The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of espresso coffee. Since 1986, Nespresso has redefined and revolutionized the way millions of people enjoy their coffee. We are a Company committed to Climate change and we aim to achieve carbon neutrality as soon as possible and net-zero GHG emissions by 2050 at the latest. In 2019 we created the digital hub in Barcelona to offer the best customer experience and innovation to B2C and B2B channels.
We encourage the diversity of applicants across gender, age, ethnicity, nationality, sexual orientation, social background, religion or belief, and disability. People are at the heart of our success – all 14,000 of them. We actively cultivate diversity, inclusion, and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.
Step outside your comfort zone; share your ideas, way of thinking, and working to make a difference to the world, every single day. You own a piece of the action – make it count.
How we will proceed:
You send us your CV ? We contact relevant applicants ? Interviews ? Feedback ? Job Offer communication to the Finalist ? First working day.
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