Job Title:

Senior Solutions Architect

Job Description

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.

Concentrix is looking for a progressive and forward-thinking EMEA Solution Architect to design and develop innovative technology-led, multi-channel customer management solutions for prospective and current clients. As a EMEA Solution Architect, you are pivotal within the sales process, acting as the design lead to translate client requirements into operational and commercially attractive, differentiated, and compelling solutions. Whilst not having any direct line management accountabilities, this is a senior role, and you will be required to lead virtual teams for each opportunity comprising of managers from multiple disciplines across the organisation. As a EMEA Solution Architect you will use your solution and operations experience, passion for communication and awareness of the importance of differentiated solutions to champion our team across Concentrix Group, identifying opportunities for engagement and value add solutions.

Main Accountabilities
Solution Design
● Understand and contribute to sales strategies to ensure identified ‘win strategies’ are embedded into the developed solutions.
● Development of compelling, differentiated and commercially attractive solutions in response to identified client needs and requirements.
● Lead, Manage and support workstream SMEs ensuring all solution activities are created innovatively, efficiently, and cost-effectively.
● Identification of improvements within existing client solutions to drive efficiencies and cost savings delivered through the integration of technology, analytics, processes, people and customer experience.
●Ownership and accountability of end-to-end solution development, ensuring all client requirements are met and the proposition exceeds clients requirements.
●Generating solution requirements for handover to delivery teams for proposals that result in the awarding of new contracts. This includes key documents such as the Business Requirements Document (BRD)/(SID), Technical Specifications and Statement of Work (SoW)
●Ensures the appropriate governance and sign-off are achieved for solution design and commercial approval for all client opportunities.

Client Engagement
●Engaging with the client to ensure that their needs and requirements are fully understood and documented.
●Ensuring that we understand both the current state and desired end state for the part of their business that we are supporting through our solution.
●Participate in the presentation of solutions to clients as part of the opportunity development.

Solutions Process and Resources
●Owning and continuously improving the processes, documentation, tools and methodologies used to facilitate the design of award winning, tech-led solutions.
●Ensuring that the effort taken to develop and propose solutions reduces over time through the management of knowledge, learning and the maintenance of a library of reusable content.
Proposal Development
●Production of a ‘Best in class’ solution content for proposal documents and presentations (note where the bid or proposal team are involved, the Bid and or Proposal Manager has overall accountability for content collation, document design and final draft)
●Ensuring high-quality proposal development, with an exceptional eye for detail to ensure best-in-class proposal output using industry-standard tools such as MS Office and other tooling as required.

Leadership and Stakeholder Management
●Leading virtual teams of subject matter experts, ensuring that they fully understand the client requirements and can provide the quality of input and output necessary for you to design a winning solution.
●Facilitating Solutions Workshops in a way that motivates participants and helps them to generate creative solutions to client needs and requirements.
●Engaging with practices contributing to products or services that form part of our overall solution. Liaising with them to ensure that they have sufficient understanding of the requirements to provide sufficiently accurate costings for pricing purposes.

Skills, knowledge & experience
●5 years or more experience in an advanced contact centre / Professional Business Services Solutions Provider, Customer care analytics and/or technology practitioner role, solutions, consulting, or equivalent
●“Customer first” mindset as we conduct our business keeping the client at the heart of everything we do
●Experience of delivering complex, technology led, cross-functional contact centre/customer experience projects.
●Focuses on results and is committed to high personal standards with a desire to achieve and develop themselves.
●Has a ‘can do’ attitude, with a passion for performing in a fast-paced working environment.
●Experience in designing and operating Customer Management and Contact Centre operations
●Knowledge of current and emerging Multi-Channel CX Technologies
●Has been responsible for multi-channel customer experience design and or customer journey mapping.
Strong Commercial skills, including experience of bid and/or Business case production.
●Strong oral, written and presentation skills.
●Capable of harnessing passion and building strong and effective relationships with very different personality types
●Excellent problem-solving skills.
●Strong administrative skills and attention to detail working on formal bids and client proposals.
●Ability to work in a diversified cultural environment and manage key stakeholders across multiple regions.
●Excellent interpersonal and communication skills, ability to influence, relationship management, strong analytical and presentation skills.
●A forward-thinker mindset and ability to identify industry/customer trends to seek and act to ensure competitive advantage.
●Ability to work under pressure without losing sight of priorities.
●Ability to learn and adapt quickly, a keen sense of curiosity and initiative.

Location:

UK, Work at Home, GB

Language Requirements:

Time Type:

Full time

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