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Senior Solution Architect-Customer Experience - CX Solutioning

Other

Account Management

Location

United States Of America

Language

English

Summary

The Solution Architect position is a pre-sales role that is responsible for solutioning the professional services work required to create contact center automation solutions for clients. This role also acts as a consultant who performs in-depth discovery/due diligence sessions to uncover end user needs, automation opportunities, business case creation/justification, proposals, and ultimately content creation for contracts.

Description

Essential Functions/Core Responsibilities

+ Determines most appropriate solution in collaboration with Sales Rep and Sales Engineer, through participation in detailed discussions with clients, RFP/RFI documentation and/or other solution requests

+ Works collaboratively with the PS leaders and PS team to ensure the creation of a robust solution

+ Develops the solution approach along with the related estimated timeline, ROI models and presentation materials

+ Proactively identifies and resolves issues affecting the solution, timeline, and resources

+ Participates in discussions with Sales and Finance to evaluate pricing strategies and determine the ideal approach and approvals

+ Understands and escalates potential risk for all solution components and collaborates with the Solutions Director to identify potential risk abatement alternatives

+ Contributes to content for the creation of the scope of work document.

+ Facilities meetings to review pricing, staffing, timelines, contracts, and other presentation materials requiring agreement, as needed

+ Attends site visits in a variety of locations with Sales Rep and other key members

+ Performs research on customers/potential customers and/or vertical/industry to provide subject matter expert knowledge and identify opportunities to differentiate the Concentrix solution

+ Assists Sales Rep in gather the appropriate resources to adhere to Concentrix protections: Non-Disclosure Agreements, Deal Review, Legal, Security Risk/Controls, etc.

+ Continuous improvement of opportunity management process to enhance team's ability to become more efficient and deliver effective messaging

Candidate Profile

+ Bachelor's Degree or 8+ year’s related experience in one or more of the following areas: Consulting, user centered design, voice/digital bot/channels, customer experience, industry vertical(s), contact center operations, cloud services, sales support, or marketing

+ Experience with bots, self-service applications, communication channels such as Voice (IVR), Messaging/Chat (Omni), user experience design and CX best practices

+ Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

+ Advanced Microsoft Office skills (excel, power point, word, visio)

+ Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

+ Demonstrated ability to take initiative and ownership with focus on continuous improvement

+ Strong customer service disposition and sense of professionalism

+ Solid understanding of the organization's business operations and industry. Demonstrated business acumen

+ Demonstrated ability to comprehend, analyze, and interpret