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Senior Solution Architect-Customer Experience - CX Solutioning Other Account Management Location United States Of America Language English Apply Now SummaryThe 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 requestsWorks collaboratively with the PS leaders and PS team to ensure the creation of a robust solutionDevelops the solution approach along with the related estimated timeline, ROI models and presentation materialsProactively identifies and resolves issues affecting the solution, timeline, and resourcesParticipates in discussions with Sales and Finance to evaluate pricing strategies and determine the ideal approach and approvalsUnderstands and escalates potential risk for all solution components and collaborates with the Solutions Director to identify potential risk abatement alternativesContributes 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 neededAttends site visits in a variety of locations with Sales Rep and other key membersPerforms research on customers/potential customers and/or vertical/industry to provide subject matter expert knowledge and identify opportunities to differentiate the Concentrix solutionAssists 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 marketingExperience with bots, self-service applications, communication channels such as Voice (IVR), Messaging/Chat (Omni), user experience design and CX best practicesExcellent communication skills, both written and verbal. Ability to effectively present information to internal and external associatesAdvanced Microsoft Office skills (excel, power point, word, visio)Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentDemonstrated ability to take initiative and ownership with focus on continuous improvementStrong customer service disposition and sense of professionalismSolid understanding of the organization's business operations and industry. Demonstrated business acumenDemonstrated ability to comprehend, analyze, and interpret Apply Now