Prudential Financial, Inc. is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company’s well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services. For more information, please visit www.prudential.com. 

The Contact Center Solutions Architect (CCSA) is a technical specialist with broad data, telephony and software development knowledge. The CCSA designs and recommends end-to-end contact center solutions based on business strategy, architectural frameworks and a thorough understanding of proven technologies. The CCSA provides expert technical direction to identify, analyze, document, and communicate solutions to meet the contact center business needs. The CCSA determines the technical components needed to solve a customer’s current and/or future operational scenario, as well as, the business and technical integrations desired across the enterprise. The CCSA achieves this by consulting with the customer’s IT and Business groups to translate multiple and complex business needs into end-to-end data, telephony, and application-based solutions.

Responsibilities: 

- Technical representative for Contact Center Solutions implementations with a thorough understanding of business drivers and concerns. 

- Oversee and own the overall solution from a technical perspective, including the Contact Center platform, data, and telephony components; current state, future state and roadmap. 

- Lead author responsible for delivering the solution design documents which record all of the technical components necessary to meet the business project goals. 

- Leverage, implement and or modify technologies to improve overall contact center productivity while reducing operating expenses 

- Assist the business with data analytics in order to assess, inform and measure performance and technology improvements. 



Requirements: 

- Thorough understanding of the telephony network; enterprise data network, application environment and business workflow associated with Financial Services Contact Centers. 

- Experience in Contact Center operations required 

- Bachelor’s Degree or higher required 

- Computer Science, Telecommunications and/or Business degree preferred. 

- Retirement Business Experience preferred 

- Minimum 5 years experience in developing contact center technical solutions with a record of success. 

- Minimum 5 years experience integrating heterogeneous platforms and environments. 

The Prudential Insurance Company of America and its affiliates, Newark, New Jersey are Equal Opportunity/Affirmative Action Employers and are committed to diversity in our workforce. 


Prudential is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity unless contracted with Staffing. Agencies must work with Staffing as the primary point of contact and follow the Prudential application process to be considered for business. Regardless of past practice, all resumes submitted by search firms to any employee at Prudential via-email, the Internet or directly to hiring managers at Prudential in any form without a valid written search agreement in place for that position will be deemed the sole property of Prudential, and no fee will be paid in the event the candidate is hired by Prudential as a result of the referral or through other means. Note: Any search agreement entered into with Prudential before January 2004 is null and void. Search firms are essential to the recruitment and staffing efforts at Prudential and we value the partnerships we have built with our preferred vendors. For this reason, Prudential has established and regularly maintains a preferred vendor list. Please note that even preferred vendors need to have a written search agreement signed by the Director, Recruiting Programs, Staffing at Prudential in place for the specific position in order for a fee to be paid for any candidate referrals.