Summary
You are a results-oriented Senior Solutions Architect and are responsible for driving business solutions for clients through creative designs of the customer experience. You understand the experience design landscape and convey demonstrated experience in building powerful customer journeys into actionable solutions. You will build relationships and orchestrate diverse resources across our organization while crafting a cohesive solution to a client challenge with the goal of expediting scalable solutions within a complex global environment. Utilizing your contrarian mindset, you understand how to navigate in a highly matrixed environment to leverage your knowledge and skills, the Concentrix valued propositions, and drive initiation and transformation for the client and Concentrix. IF YOU are ready for a CHALLENGE, IF YOU want to be surrounded by EXCEPTIONAL colleagues, IF YOU are FANATICAL, BOLD, and TENACIOUS in your pursuit of EXCELLENCE… then Concentrix is the place to be!
Description
- Design customized customer experience solution proposals for clients, focused on Customer Relationship Management Solutions in Contact Center / Front Office, and/or associated back office/ processing center offerings developing CX solutions within a complex operational environment
- Leverage and apply our subject matter experts’ knowledge of market insights/trends and competitive landscape, specifically around the technology applied in the Experience Center/Contact Center or CX business i.e. Process Automation / Analytics / Omni-Channel, etc. while managing business transformation with demonstrable improvements in process
- Use your commercial/pricing acumen to provide rates to the client. Models include gain share and transformational design, as well as unit pricing such as per resource, per hour, and per minute. Ultimately, you will help deliver a quantifiable solution to the client meeting their business case needs
- Collaborate with all levels of our organization, including senior executives in sales, products, and operations, and in several countries; lead the preparation and participation in, either remoting or directly on-site, a variety of client-facing activities, such as presentations, site visits, due diligence sessions, etc
- Identifies the best-fit blend of analytics, technology, and operations talent to bring the solution’s value to the client, their customers and to the company developing transformational business cases and creative commercial models that allow stakeholders to achieve their innovation, service, and financial goals
- Serves as an internal subject matter expert (SME), and when needed, client-facing external SME, on key topics in the customer experience space, including traditional contact center offerings, analytics, and technology offerings, as well as trends in the customer experience / Customer care industry
- Contributes to the continuous improvement efforts on the Solutions team
Requirements
- 2-4 years or more experience in an advanced experience center / Professional Business Services Solutions Provider, creative customer strategies, customer experience analytics and/or design practitioner role, solutions, consulting, or equivalent.
- Bachelor’s degree in related field preferred
- Excellent written and verbal communications skills
- Strong business acumen; Strong design thinking
- Engaging executive presentation skills
- Client-facing experience
- Leading and closing projects on time
- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
- Strong leadership skills and record of working through internal and external collaboration
