Senior Solution Architect-Customer Experience - CX Solutioning

Job Title:

Senior Solution Architect-Customer Experience - CX Solutioning

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

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.

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

Requirements

• 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