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Business Architect
Minneapolis, Minnesota  |  Remote, Onsite
Contract Position
It appears that you have already applied to this job.
Applied on August 15, 2022
Job Id #56395 Posted May 17, 2022


  • The  OmniChannel Business Architect is a leadership role performing a highly collaborative function across business and IT teams to envision and deliver Omni capabilities to the business.
  • The Business Architect, working with CCS resources (e.g. call flow analyst, platform lead), Suppliers (e.g. Genesys), and enterprise partners (e.g. CIO enterprise architects), collaborate with the business to develop an end-to-end view of Omni capabilities for implementation.
  • Deliverables include high level requirements, designs, and diagrams articulating the Omni solution to be delivered. Solutions vary across lines of business, channels, and integrations (e.g. CRM).
  • Additionally, this role will focus on the delivery of enterprise business and technical capabilities for contact center infrastructure, applications, solution designs, integration to other enterprise systems, and development of end-to-end solutions for all Contact Center Services technology platforms. This role brings a holistic perspective of real-time communications, information, and architectures, and both leads and collaborates across functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives.

Ideal Background:

  • The ideal candidate has a strong background in voice and data telecommunications working with software vendors such as Genesys, Avaya and Cisco.
  • They must be well versed in translating business to technical requirements specifically for call center agent migrations across technology platforms as well as other Omni related channels such as IVR, chat, SMS, email. Co-browse, and chat/voice bots.
  • For this role at, we are migrating agents from Avaya/Cisco to a Genesys platform..


  • Proven ability to lead large enterprise call center agent migrations between technology platforms.

Top Requirements:

  • Genesys technical implementation knowledge or related skills with a similar software vendor, Business requirements gathering and analysis for call center agent migrations, Ability to lead a large cross-functional team.

Team and Team size:

  • Part of a team.
  • OmniChannel Architecture team 10-12 Business Architects.

Top Responsibilities:

  • Leads and participates in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise OmniChannel architecture.
  • Defines and communicates the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones).
  • Engages in business analysis and design for contact routing, personalization, OmniChannel, and self-service analysis and design.
  • Analyzes and defines business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of OmniChannel business capabilities.
  • Translates enterprise and/or business requirements into long-term technical architecture, OmniChannel, and data lake solutions.

Software tools/skills:

  • Telecommunications background, Genesys software call flow analyst, business and technical analyst, Technical writer.


  • Telecommunications background, Genesys software call flow analyst experience, experience in at least some Genesys Digital Technologies/Channels (Chat, SMS, Email, Co-Browse etc.)

Nice to have:

  •  Business and technical analyst, Technical writer

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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