SOLUTION ARCHITECT (BUSINESS TRANSFORMATION OFFICE) H/F

Job description

Entreprise:
AXA General Insurance Co. Ltd., commonly known as AXA Direct Japan (ADJ), was established in 1998 as a direct non-life insurer under the umbrella of AXA Group and has been selling mainly Motor and Pet insurance products online and through call centers.
Poste et missions:
AXA Direct Japan has embarked on an exciting journey of Digital Transformation. Main missions of this role are:
·Leverage IT technologies and offer IT solutions to support business transformation
·Be a member of project to setup new channels to contact our customer service
- Create and support Call/Email/Chat flows
- Integrate different systems with API
·Be the technical reference for supporting operations and evolutions around Genesys Purecloud and Salesforce solutions
·Participate on tier 2 level support for customer contact solutions
·Follow up incidents and manage escalations to vendor
·Gain credibility and establish trust with business users
·Manage IT demand and plan the roadmap of Contact center
Profil:
Qualifications (incl. Education)
- Technical knowledge of CRM (Salesforce) and Customer Contact solutions (Purecloud or others)
- Bachelor or Master’s Degree in Computer science or related academic field
Technical skills
- Knowledge of one or more development languages
- Technical knowledge of clients PC, such as softphone, Windows OS, browser, headset and telephone
- Experience with API integration would be a plus (JS or other language)
- Vendor management such as estimate, order and Acceptance, etc
- Specific technical knowledge of cloud solution
Behavioral skills
- Ability to work in a team and also autonomously
- Problem analysis, requirement confirmation, policy and operational design with development Strong team player)
Language skills
- Japanese: spoken (mandatory), written (nice to have)
- English: fluent (both spoken and written)
Experience
- 3 years or more experience in system development or in system operation
- Experience with contact center solution/operation would be a plus