Chubb is the world’s largest publicly traded property and casualty insurer operating in 54 countries, Chubb is making significant investments to thrive in a digital age. Chubb launched its third Technology Hub in Thessaloniki in 2022 which is rapidly developing.  Our new center of excellence in Greece is positioned to drive our ongoing business and to support our digital business transformation, as well as the company's operations in the European region which encompasses 27 countries.

Overview

Chubb is looking for a Solution Architect to join our Enterprise Infrastructure Services team. This is a permanent full-time position and a compelling opportunity to join a global, growing, financially stable and successful company.  As an industry leader, Chubb is an employer of choice for skilled professionals aspiring to develop a meaningful career in a fast-paced, diverse company with offices in most major cities in the world.

The candidate will be responsible for development, implementation, and serviceability of Chubb’s contact center infrastructures and is the expert technical resource for contact center transformation projects. This position will drive strategic infrastructure initiatives and oversee engineering of transformation projects. This role will also assist in establishing operational support models, self-service tools, process automation, and proactive monitoring required for a scalable and highly available communication service.

Responsibilities

Understands the concept and execution of architecture and engineering in the development and deployment of NICE CXOne, Cisco, Microsoft, Genesys, and/or Avaya contact center & collaboration platforms. Initiate and proactively engage projects in response to business requirements and strategic infrastructure projects. Leadership role in program initiatives and comfortable with strategy, budgeting, finance, resourcing, and goal-oriented delivery. Successfully lead large scale transformation programs that include complex integrations of many technology components from Cisco, Avaya, NICE CXOne, inContact, or Genesys. This includes the deployment of new voice, video, SMS, business chat messengers, WhatsApp, and supportive technologies.  Leading engineer role for all global contact center applications; including - cloud providers, internal/external infrastructure, telephone providers, interaction recording, workforce management, reporting, session border controllers, and integrated equipment, devices, and infrastructure. Solution engineering all customer engagement & contact center infrastructure transformation services for voice & video solutions, designing & configure global routing plans, software lifecycles, and overseeing operational departments processes and inventory. Contribute significantly to product design, documents, solution, development, DevOps, test plans and test execution. Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery. Develop operational processes using efficient technologies & procedures for Move, Adds, and Changes telephony service. Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery. Develop operational processes using efficient technologies & procedures for Move, Adds, and Changes telephony service.

Qualifications

Bachelor’s degree or equivalent work experience recommended. 5+ years of relevant experience with Contact Center, ACD, IVR, WFM, and recording services including architecture design, configuration, implementation projects, and complex system integrations. Experience transforming distributed contact center systems into global technology standard. Must be a self-starter with the ability to work independently and in a collaborative team environment. Proven track record in relationship-building and driving change in a matrixed work environment. Strong platform experience with leading collaboration technologies and certifications are a plus. Experience with any of the following: NICE CXOne, inContact Genesys PureCloud / Engage Cloud Cisco Contact Center Enterprise Avaya Contact Center Hands on engineering expertise building call flows and platform configuration, including API integrations and voice & chat infrastructures. Experience configuring integrations with global telecommunications providers, SIP trunking, and knowledge of global routing and regulations. Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations. Ability to manage multiple projects in a dynamic environment and experience with project delivery successes that include deploying new technologies, softphones, mobile workforces, and unified communications systems. Understanding of the Agile development methodology, SDLC, and DevOps experience a plus for improved automation and operations Knowledge and experience engaging with networking infrastructure teams (Firewall rules, QoS, Routing, Packet Captures, DHCP, DNS, Active Directory, etc.)  Understanding of security infrastructure within the context of collaboration services (firewalls, VPN, key management, encryption, certificates, etc.) Strong ability to identify, understand and communicate business needs and application architectures for technical projects. Excellent communication and collaboration skills; ability to effectively communicate across all levels is required. Excellent written/verbal skills; ability to effectively communicate is required. Experience in understanding and communicating technical concepts to a non-technical audience.

Our team makes the difference, every time. For this reason, we offer in return!

We offer hybrid working model, explicit, structured career development, a competitive salary package, annual bonus, private medical cover, monthly allowance for lunch, continuous learning experiences, work in a fun, lively environment with mentoring from our groundbreaking senior mentors.

Integrity. Client Focus. Respect. Excellence. Teamwork

Our core values instruct how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and encouraging.

Diversity & Inclusion

At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances. We earnestly strive to achieve an environment where all colleagues feel comfortable to perform to their full potential and are recognized for their contributions.

Many voices, One Chubb!