Speech & Text Solution Architect

Location:

Austin, Texas, United States
Bellevue, Washington, United States
New York, New York, United States
Portland, Oregon, United States
Remote - United States (Excludes: CO | HI | NM)
Requisition Number:
R0051463

**Open to hiring multiple locations across the U.S. and will consider full time remote**

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

Seeking a motivated Technical Solution Architect to join the Customer Service Technology team at eBay. You will be leading a high impact initiative, define and implement solutions for Customer Service, focusing on Speech and Text Analytics. You will help define the technology roadmap, solution architecture for real time analytics and post-interaction analytics for millions of customer contacts that happens in our globally distributed contact centers. Through Speech and Text Analytics, we can enhance contact center performance and save millions of dollars in operation cost. You will work closely with the product management, engineering leadership and other cross functional Architects and teams in CS Technology and eBay core technology team. We are looking for innovators with the passion, creativity, and drive to help us take on new challenges and deliver real results for our customers.

Primary responsibilities:

  • Build out End-to-End Solution architecture for the Speech and Text Analytics solution, build integrations from various data sources (voice, email, chat, surveys, social etc.) into Analytics engine for processing and insights; and also enable integration to extract data from Analytics engine into data lake on customer side, to drive workflows for coaching / quality, process and product improvements
  • Develop proof of concepts, where necessary, to help validate technical requirements. Prototype novel solutions to prove feasibility and develop implementation documentation for proposed solutions
  • Develop technical blueprints for backend services and components to enable necessary integrations. Provide hands-on guidance to developers in implementing designs for the backend services and components
  • Develop visually rich conceptual design and architecture documents targeted to varying audiences of business and technical aptitude.
  • Be the technical point of contact among business, service engineering teams and support.
  • Represent solution approach and design with internal teams to gain alignment.
  • Build a trusted advisory relationship with Business, Product & Experience leads, Solutions, and Tools teams through close collaboration.
  • Actively engaged as part of the project team from inception to completion. Review detailed solution design and provide signoff
  • Regularly engage with multiple engineering teams for end-to-end knowledge of current and upcoming technologies to propose solutions.
  • For large initiatives, develop and own an integrated roadmap, translating the tools strategy into a technical delivery plan by understanding strategic business needs and defining the right solutions for those needs; be able to determine gaps in existing systems, architecture & solutions.

Must Have:

  • BS or Master’s in Computer Science or related fields with 8+ years of relevant experience as a Technical Solution Architect or Enterprise Architect to stand-up Speech & Text Analytics solution
  • Strong experience in solution design & implementation of On-Prem and Cloud based solutions
  • Strong experience in leading large-scale Enterprise architecture and implementation in a highly technical role
  • Validated experience in developing web services and RESTful APIs / micro services. Deep understanding of API concepts and service integrations
  • Experience and deep understanding of XML and JSON
  • Validated experience in Java & Python development to be able to build prototypes and provide hands-on guidance to developers in implementing designs
  • Strong working knowledge of speech & text mining, information retrieval, machine learning, or natural language processing
  • Experience with various data stores; both RDBMS (Oracle, MySQL) & NoSQL Database (MongoDB, Cassandra)
  • Extensive experience in data modeling, solution design, and architecture development
  • Expertise in data transformations and applying data mining techniques on both structured and unstructured data to be able to define metadata requirements for various channels
  • Experience in contact center domain is a must
  • Strong communication skills and ability to make presentations to stakeholders such as VPs and executives

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

#LI-NG1

#LI-Remote

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info

Speech & Text Solution Architect

Austin, Texas, United States
Bellevue, Washington, United States
New York, New York, United States
Portland, Oregon, United States
Remote - United States (Excludes: CO | HI | NM)
Requisition Number R0051463

**Open to hiring multiple locations across the U.S. and will consider full time remote**

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

Seeking a motivated Technical Solution Architect to join the Customer Service Technology team at eBay. You will be leading a high impact initiative, define and implement solutions for Customer Service, focusing on Speech and Text Analytics. You will help define the technology roadmap, solution architecture for real time analytics and post-interaction analytics for millions of customer contacts that happens in our globally distributed contact centers. Through Speech and Text Analytics, we can enhance contact center performance and save millions of dollars in operation cost. You will work closely with the product management, engineering leadership and other cross functional Architects and teams in CS Technology and eBay core technology team. We are looking for innovators with the passion, creativity, and drive to help us take on new challenges and deliver real results for our customers.

Primary responsibilities:

  • Build out End-to-End Solution architecture for the Speech and Text Analytics solution, build integrations from various data sources (voice, email, chat, surveys, social etc.) into Analytics engine for processing and insights; and also enable integration to extract data from Analytics engine into data lake on customer side, to drive workflows for coaching / quality, process and product improvements
  • Develop proof of concepts, where necessary, to help validate technical requirements. Prototype novel solutions to prove feasibility and develop implementation documentation for proposed solutions
  • Develop technical blueprints for backend services and components to enable necessary integrations. Provide hands-on guidance to developers in implementing designs for the backend services and components
  • Develop visually rich conceptual design and architecture documents targeted to varying audiences of business and technical aptitude.
  • Be the technical point of contact among business, service engineering teams and support.
  • Represent solution approach and design with internal teams to gain alignment.
  • Build a trusted advisory relationship with Business, Product & Experience leads, Solutions, and Tools teams through close collaboration.
  • Actively engaged as part of the project team from inception to completion. Review detailed solution design and provide signoff
  • Regularly engage with multiple engineering teams for end-to-end knowledge of current and upcoming technologies to propose solutions.
  • For large initiatives, develop and own an integrated roadmap, translating the tools strategy into a technical delivery plan by understanding strategic business needs and defining the right solutions for those needs; be able to determine gaps in existing systems, architecture & solutions.

Must Have:

  • BS or Master’s in Computer Science or related fields with 8+ years of relevant experience as a Technical Solution Architect or Enterprise Architect to stand-up Speech & Text Analytics solution
  • Strong experience in solution design & implementation of On-Prem and Cloud based solutions
  • Strong experience in leading large-scale Enterprise architecture and implementation in a highly technical role
  • Validated experience in developing web services and RESTful APIs / micro services. Deep understanding of API concepts and service integrations
  • Experience and deep understanding of XML and JSON
  • Validated experience in Java & Python development to be able to build prototypes and provide hands-on guidance to developers in implementing designs
  • Strong working knowledge of speech & text mining, information retrieval, machine learning, or natural language processing
  • Experience with various data stores; both RDBMS (Oracle, MySQL) & NoSQL Database (MongoDB, Cassandra)
  • Extensive experience in data modeling, solution design, and architecture development
  • Expertise in data transformations and applying data mining techniques on both structured and unstructured data to be able to define metadata requirements for various channels
  • Experience in contact center domain is a must
  • Strong communication skills and ability to make presentations to stakeholders such as VPs and executives

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.

Here at eBay, we love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/

#LI-NG1

#LI-Remote

eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see:  EEO is the Law Poster and EEO is the Law Poster Supplement

This website uses cookies to enhance your experience. By continuing to browse the site, you agree to our use of cookies

View our privacy policy and accessibility info