Solution Architect

Found in: beBee S AE - 3 days ago

abudhabi, United Arab Emirates Etihad Airways Full time
Solution Architect (CRM - Contact Center , Loyalty)

Solution Architect (CRM - Contact Center , Loyalty)

Location: 

Abu Dhabi, AE


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Synopsis

The purpose of this role is to lead and drive the design & development of CRM -Loyalty/ Contact Center solutions for any one of airline domains such as Commercial, Cargo, and Engineering.  Working with business stakeholders and internal and external development teams, the role will ensure the alignment of solution designs conforming to regulatory demands, architectural standards, business requirements, budgets, and IT strategy. This role is critical in being the change agent of our Agile transformation journey, to introduce fit for purpose and affordable technologies that are evolvable. 



Accountabilities

•    Strong communication skills, with the ability to communicate with stakeholders clearly and concisely.

•    Strong understanding of CRM concepts and best practices: A deep knowledge of the principles of CRM and how to apply them to the organisation.

•    Technical expertise: Strong technical background, including experience with CRM software, databases, and integration with other systems.  Familiarity of programming languages such as SQL, Apex, Java, and C#

•    Ability to understand the data requirements of the organisation, ability to analyse data, to provide valuable insights to internal and external stakeholders.

•    Understanding of industry standards and regulations related to data management and customer data privacy.

•    Knowledge of various solution design methodologies, architecture design patterns and best practices in the CRM context.

•    Manage and coordinate work for the onshore and offshore teams, provide guidance, technical support, and guardrails to the development teams. 

•    Have an appreciation of the latest trends, patterns and technologies that will benefit the organisation 

•    Responsible for developing domain driven design that are following agile architecture principles (emergent design, intentional design) and provide holistic and connected solution design that meets the business requirements, strategy, and vision

•    Being an integral part of the value stream, this role is responsible for developing roadmaps and solution intents along with target state architecture with clear transition steps to improve our core capabilities in Etihad group. This includes developing specific design patterns, standards, and an active architecture runway for the value stream, on an ongoing basis.

•    Develop the design and implementation of solution architecture as part of both agile and waterfall delivery, enabling innovation, cost efficiency, strategy alignment and speed to market.

•    Ensure solution and technology architecture standards, governance and principles are implemented effectively within the Value Streams using the Etihad Well Architected Framework.

•    Works closely with all stakeholders in DTI to ensure the solutions defined & developed align with the agreed technology roadmaps, business capabilities, DTI strategy and are implemented as designed. 

•    Evaluate and introduce new technologies that accelerates delivering business value

•    Provide consultation to the product and project delivery teams, identifying ways to apply new or existing technologies to support business initiatives, innovation, facilitating the reuse of ideas, components, services, and proven patterns within the Value Stream 

•    Contribute to improve the maturity of Architecture practice, by constantly evaluating and making necessary changes to patterns, standards, policies, guardrails, and other enablers.

•    Contribute to development of the business capability model for the Etihad group and keeping it alive



Education & Experience

•    Solution and Technology Architecture expertise with a minimum of 12 years of work experience in designing Enterprise grade solutions, with a proven track record in executing complex IT projects. 

•    Expertise in Airline domain (PSS, Airline and Airport operations, Cargo, engineering etc) is preferable

•    Experience of Enterprise architecture, Service Oriented Architecture, microservices, and other integration methodologies, ideally in Airline domain

•    Experience with the architecture of mission critical, high transaction volume environments

•    Experience with the full software development life cycle using traditional and agile methodologies.

•    Excellent communication skills with experience in C level stakeholder management. The position requires working closely with other architects, business teams, and project teams

•    Proven experience in recognizing the corporate strategy and realizing all business processes that define how a company achieves its strategic goals.

•    Experience in seeking the alignment of business and IT, driving common approaches, delivering sustainable, re-usable enterprise architecture using both agile and waterfall methodologies

•    Bachelor’s degree in Computer Science or related degree is desirable. One or more Certification in Solution and/or Enterprise Architecture is preferred. – e.g. Well Architected Frameworks, SAFe Architect, TOGAF, Open Certified Architect, ISEB Architecture

•    Experience in SAFe Agile and other methodologies preferred. 

•    Certifications in one or more of the CRM technologies would be preferable: Salesforce, Dynamics 365, SAP CRM, Oracle CRM etc.

 



About Etihad Airways


Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.


Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.


To learn more, visit etihad.com



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COVID-19 UPDATE: The health and safety of our communities—including our employees and our candidates remains our top priority. From a recruiting perspective we are continuing to identify people for roles with Etihad in anticipation we will be able to hire, however the process may take longer because we are using more virtual recruiting techniques, and start dates may be delayed because of guidance from the governments in the countries we operate in. We appreciate your understanding and flexibility, Stay safe and healthy.





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