Job Description
Support@IBM is seeking a Watson Technology Architect to join a product delivery squad tasked on integrating cognitive tooling to various internal customer and support agent business process workflows and user experiences. The current support infrastructure includes numerous technical solution integration points, consisting of both internal and external technologies. These include custom-built Content Management Systems (CMS), external support ticketing with the ServiceNow vendor platform, Avaya telephony routing, a support agent dashboard, and a custom built end-user support portal. Cognitive integration will be integrated in these existing solutions using IBM Watson cloud services from Bluemix, and potentially additional internal or external services.
The role of the architect is to plan for the delivery of cognitive solutions into this existing support environment by performing the following responsibilities.
Responsibilities include:
- Research, analyze, recommend and implement new technologies, standard processes, tools and techniques across all integration points
- Understand the architectural interfaces across existing support business applications and new cognitive services
- Create an architecture for new business processes and application integration
- Advise a development team on integration approaches and best practices
- Work with the Support@IBM Cognitive Product Owner to size work deliverables on behalf of the development members of the squad
- Advise the Support@IBM Cognitive Product Owner and stakeholders on build-vs-buy decisions for choosing cognitive solutions
- Advise on the implementation of machine learning to continually improve and optimize cognitive solutions
- Be an Agile advocate by having a strong understanding of Agile processes and procedures and being perceived as an Agile leader and champion on the team
- Drive solution implementation from analysis to design through all delivery phases
- Support project delivery teams with technical and domain knowledge to ensure successful project completion
Successful execution of this role will enable Support@IBM to deliver integrated solutions for self-service end user resolution of help issues, optimized agent experiences to advise customers, and new cognitive insights on data and interaction behaviors to improve business processes. The intended outcome is faster resolution of issues leading to improved customer satisfaction, reduced human intervention for help desk calls, reduced head count and resources.