Workplace Architect - European Union - Konecta

Deskripsi

WHO WE ARE

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.

Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.

Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

MISSION OF THE ROLE

We are seeking a visionary and experienced Workplace Architect to define the future of our digital workplace offerings. This role requires a deep technical background in Unified Endpoint Management (UEM) and Unified Communications as a Service (UCaaS), coupled with a forward-thinking perspective on Artificial Intelligence (AI) and its impact on modern employee services and security.

RESPONSIBILITIES

1. Architectural Strategy & Vision

• Develop and champion the technical roadmap and architectural vision for modern workplace and Digital Employee Experience (DEX) offerings at Konecta
• Serve as the subject matter expert (SME) for all aspects of endpoint technology, security, UCaaS platforms, and next-generation support systems for all our workplace contracts.
• Drive innovation by integrating visionary concepts into current and future client solutions.
• Evaluate and select emerging AI technologies and platforms to enhance security, efficiency, and the overall employee experience.
• Directly support Konecta's internal transformation by defining the roadmap and supporting the associated modernization project.

2. Solution Design

• Design scalable, secure, and resilient workplace solutions based on Unified Endpoint Management (UEM) platforms.
• Architect comprehensive security solutions leveraging principles of Zero Trust and Conditional Access across all endpoint devices and applications.
• Integrate DEX monitoring and remediation tools to proactively measure and improve the employee's digital experience across all endpoints and communication channels.
• Design technologies for end-user support, such as Contact Center as a Service (CCaaS) and Generative AI platforms, ensuring seamless employee self-service and assisted support.

3. Pre-Sales and Consulting engagement

• Act as a senior technical leader during pre-sales and complex solution development phases, directly engaging with high-value clients and stakeholders.
• Contribute to consulting engagements to help our clients define their strategy around Employee Experience and Digital Workplace transformation
• Implement innovative Proofs of Concept (PoC) to demonstrate the benefits and feasibility of our advanced solutions (e.g., AI-driven automation, predictive support).

REQUIREMENTS

• Experience: 8+ years of progressive experience in IT architecture, specifically focusing on End-User Computing (EUC) or Workplace technologies.
• Deep Technical Expertise is required in all areas:
• UEM & Security: Expert-level knowledge of UEM platforms and advanced security concepts, including Zero Trust, Conditional Access, identity management, and endpoint security protocols.
• Digital Employee Experience (DEX): Experience integrating and utilizing DEX tools for experience monitoring and proactive remediation.
• End-User Support Technology: Strong working knowledge of CCaaS solutions and the application of GenAI for automated IT service delivery.
• Unified Communications as a Service (UCaaS): Proven experience architecting and implementing large-scale UCaaS solutions, focusing on voice, video, and persistent chat integration.
• Visionary Acumen: Proven familiarity with Autonomous Endpoint Management concepts and a clear understanding of the trajectory of AI in IT operations.
• Communication: Exceptional ability to translate complex technical architectures and future visions into clear, concise language for technical teams, business leaders, and clients.
• Certifications: Relevant senior certifications from major cloud, UEM providers (e.g., Microsoft, etc.) are highly desirable.
• Fluent English is required