Solution Architect - Web and IVR Systems at Orlando Utilities Commission in Orlando, Florida

Job Description:

Solution Architect - Web & IVR Systems

OUC - The Reliable One, an industry leader as the second largest municipal utility in Florida, is looking for qualified individuals to be part of our growing team. We are looking for self-motivated, creative professionals who can assist with achieving our vision of being recognized as the best utility in the nation.
We are seeking an individual for a position as a Solution Architect - Web & IVR Systems in the WEB & IVR Systems Dept of the Information Technology Division.
Job Purpose:
Works with enterprise architecture, application and infrastructure teams to ensure an optimal, high level, conceptual design. Administers existing multi-tier application environment and all components. Day to day activities will include: instance creation, instance management, object and configuration migrations, patch installs, release and version management, middleware, and security set up.
Serve as project liaison for Enterprise Application Solutions to ensure application current state is not negatively impacted with the project development/enhancements. This ensuring best practices of non-functional requirements are implemented such as back up, recovery, environment management, configuration, source control and monitoring, etc.;

Primary Functions:
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Serve as a liaison between Enterprise Application Solutions and staff (both technical and functional) for the identification and resolution of issues for Utility Customer portals such as WEB and IVR;
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Serve as a liaison between OUC and the application vendors to address performance issues or problem analysis and see them through to resolution. Design and integrate systems to be used for all impacted applications;
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Develop and improve processes for team to follow with regard to problem triage, software development life cycle (SDLC), change management, and other IT processes in place to promote new/revised objects to all environments;
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Coordinate with application developers, database administrators, and management to develop, participate in, and enforce procedures for: Change control, communication of patches, upgrades, and changes to production;
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Perform complex multi-system research and provide resolution opportunities to ensure consistent and quality delivery of solutions while ensuring that the issue does not repeatedly arise;
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Design, build, and lead team to maintain the technical infrastructure in support of the application needs to ensure environments (instances) are available for projects and production;
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Plan and coordinate work to be perform for all impacted/assigned application deployments, application monitoring, server health monitoring, patch release planning, application service pack upgrades, framework services upgrades and performance tuning;
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Develop and maintain documentation regarding system functionality, performance benchmarks and system integration;
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Participate in OUC IT Change Control meetings, IT Standards meetings and other Process Improvement Initiatives;
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Mentor cross training opportunities for other IT team members to learn about application administration and application tool set;
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Serve as primary/lead contact for software vendors to report, track and resolve problems with their software products;
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Develops enterprise solutions that integrate across applications fostering the idea of reuse and patterns to allow for consistent methodologies;
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Evaluate and recommend design and development technology alternatives;
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Provide consulting and technical expertise to other members of the IT Department;
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Research, evaluate, and correct system design malfunctions;
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Handle scheduled on-call rotation responsibilities;
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Perform other duties as assigned;
Requirements:
* Bachelor's Degree in Computer Science AND
* Minimum of seven (7) years application experience with the understanding of solution integration, solution architecture, design and support functional processes in customer self-service technologies.
* Valid Driver's License

* Working knowledge of all, but not limited to the following:
o Customer self-service solutions including WEB portals and IVR solutions;
o System configuration and code promotion processes
o Use of system trace tools to capture required technical logs;
o Data analysis for technical logs and system behavior;
o Change Management processes;
o Preparing technical documentation;
o Piloting new technologies (i.e. Internet of Things, artificial intelligence, machine learning, wearable technology);
o Implementation of security controls;
o Best practices for service-oriented architecture and system integration
o Software Application and Data extraction tools for Windows and Linux / Unix Operating Systems, Java, Oracle and MS SQL Databases, Visio, and other Back office systems
o System monitoring tools

* Familiarity with all, but not limited to the following:
o Related industry, organizational and departmental regulatory guidelines, best practices, and procedures;
* Ability to:
o Learn and obtain structured and ad hoc training on vendor products/releases for WEB and IVR infrastructure and other self-service solutions such as Chat Bots, Text Messaging, Google Home, Amazon Alexa, etc. ;
o Develop system sizing profiles for technology purchase and system planning;
o Develop structured test scenarios, test cases, and perform accurate testing with documented results for non-functional requirements such as backup, recovery, and application restoration;
o Make arithmetic computations using whole numbers, fractions and decimals, and compute rates, ratios, and percentages;
o Use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).

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OUC The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules and regulations.