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Technical Solution Manager

Req #: CNX00046631
Location: , US
Job Category: Solutions
Job Description: Technical Solution Manager (TSM)
 
Create over Technology Design, Costing, and Solution:
• Accountable for technical understanding of Concentrix’s technology strategy and assets, including Third Party vendor products and Concentrix-developed assets to be leveraged for client’s requirements.  Including Voice , Networks (WAN/LAN) , Security (ie PCI), Business Continuity / Disaster Recovery, Help Desk, and Costing / Pricing Tools.
• Responsible for creating and designing the technical solution aligned to Concentrix strategy and based on client requirements and expected outcomes via RFP’s / RFI’s.
• Ownership to define the E2E technical solution and cost case, including but not limited to: which assets/technologies will be used, how they interface to each other and to client systems, which components will be customized versus standard/configured, hosting model (client premise, BPaaS, shared IT, etc).
 
  • Develop the Architecture Specification Document for CNX Technology Solution that will meet client requirements under the CNX Shared Systems or for Client dedicated systems.
  • Build the Technical business case to recommend the System Solution
  • Develop the Technical Solution Road Map for each recommended Solution
  • Ensure all Systems Solution has been designed according to the Approved Architecture Specification Document
  • Working with Procurement, Determine/recommend which vendor/partner that should be selected to be part of the recommended Solution
  • Support and train the Sales team on How to present the CNX approved Technology Solutions
  • Be accountable to solve issues for all Solution design that are not meeting the requirements in production
  • Reviews / Prepares / Sources RFP, RFI or RFQ responses pertaining to operational and technology requirements as required
 
Takes content ownership for all final Bid proposals· Accompanies New Business and/or Client Services Designate on External Client Appointments/Presentations to evaluate customer business requirements and clarify CNX business offerings –
 
 -          Provide Solution & Sales Support documentation (BRD, SOW, BOM, Blueprints, Presentations, diagrams, etc
  • Acts as a primary interface and facilitator for gathering, defining, reviewing, finalizing and evaluating internal or external client requirements and obtain the client sign off on requirements
  • Translates business requirements for development of an end-to-end solution for internal and external clients. Provide Specific Design Document to Procurement for selecting the vendors/partners that will meet the requirements
 
  • Controls project scope and ensures process compliance to the design outlined in the client approved Statement of Work
 
  • Acts as primary liaison between the client and internal functional groups for initial design and any subsequent scope changes; also between Project Team and Internal Client for change requests
 
  • Develops Statement of Work and/or Functional Requirements Document for issuance to all relevant parties associated with the Technology solution.
 
  • Coordinates Effort Calculation of Resources for Implementation Phase in conjunction with the Project Management Office; Supports PMO to manage solution development and implementation
 
  • Offers or obtains information on hardware / software / development costing and assist the pricing team to price the Solution and be competitive
 
  • Accountable for the development of Service Level Agreements for Sign-Off by the Client, IT Delivery Services and Operations
 
  • Conducts process improvement analysis as required for client contract renewal
 
  • Interfaces with IT Research and Strategy to recommend and understand new technology offerings
 
  • Leads and/or participates in observational analysis or consulting opportunities
 
  • Acts as Primary on internal infrastructure or new product projects as required.
 
  • Acts as Product Champion for assigned technology products
 
  • Lead or participate SAT department initiatives
 
  • Acts as Project Manager where required
 
  • Acts as Technical Team Lead on large complex Solution projects
 
 
 
Responsible for Technology Communications and IT Transition Handoffs:
Determine the right business partners to find alternatives and solutions to client challenges.
Engage the business client early and effectively in building solid relationships and pushing IT Value upstream as a key differentiator in winning new opportunities.
Exercise independent judgement in development methods, techniques, architectures and standards for obtaining solutions.  Ensures scalability and Global / International capabilities of technology.
Creates and integrates a cohesive, coordinated IT Transition plan that meets stake holder priorities within client’s go-live production date requirements.
 
 
Ownership of Technology Solution as part of Team Lead Solution Architect:
• Responsible to work with required technical specialists to refine the detailed solution and cost case
• Ability to multi-task possessing the capability of handling/working in multiple deals at the same time
• Possess strong estimation skills and able to put high level solutions and cost cases with minimum information in early phases of the deal
• Candidate should have strong analytical capabilities
• Responsible for ensuring effective due diligence of the technical solution and proper transition to deployment team
• Drive standardisation of asset usage across deals
• Lead discussions with both the Industry Vertical leads and respective Asset / Offering Leaders  to ensure experience from deals/transitions is fed back into assets and offerings creation/evolution


 
Excellent communication skills
• Client facing role, capable of presenting the technical solution to different audiences (technical and non-technical)
• Client facing role, capable of discussing the technical solution with the client IT team and articulate the dependencies, requirements, etc
• Communicate comfortably and effectively with the Solutions team to ensure the right technical solution is created
• Capable of articulating and manage stakeholder expectations

Technical knowledge in the following areas mandatory:
•  Contact Center Techology Offerings from ACD, IVR, Chat, Email, Recording, Monitoring, back end CRM Solution, Work Force Management, and Internal Quality Management policies.
•  Knowledge and understanding of technology trends with Mobile (digital and Omni Channels) , Self-Service, and real time analytics.
•   Software development process and terminology - experience in software development required
• Business process management, (contact center) desktop automation, and Project Management disciplines.
• Software technology related concepts such as GUI components, IDE, Version and Source Control, VDI (Citrix and VMWare), browser, etc.
• IT related concepts such as network, shared drive, remote connectivity, performance parameters, desktop, dev/test/QA/production environments, etc.
• OpenSpan and BPM product knowledge a big plus

Experience & others
• 10+ years of experience in creating solutions involving software development
• 5+ years in business process management (call center or back office)
• Fluent in English
• Travel up to 50% of the time
• Experience in working with global teams, in different timezones and cultures
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