Solutions Architect
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Job Description
Solutions Architect specializing in CX platforms for a global IT services company providing technology solutions. Leading design and architecture for cloud-based CCaaS ecosystems to transform customer experiences.
Responsibilities:
- Serve as the subject matter expert on modern CCaaS and CX platforms, working with enterprise clients to understand their challenges and goals, and developing customized solution proposals that clearly articulate the benefits and technical approach.
- Analyze complex business requirements and design comprehensive technical architectures that integrate CCaaS solutions with CRM systems (e.g., Salesforce, Service Cloud), AI/analytics tools, WFM, and other customer experience technologies.
- Create detailed project estimates, including costs, timelines, and resource needs, for the implementation, migration, and optimization of cloud contact center solutions.
- Develop complete solution designs covering telephony architecture, omnichannel routing, digital integration, data flows, and security considerations to guide successful deployments.
- Support sales teams by answering deep technical questions, proposing innovative CX solutions to client challenges, and enhancing our technical proposals.
- Stay at the forefront of CX and CCaaS innovations, evaluating and incorporating new features from leading platforms and AI services to continuously improve our solution offerings.
- Perform other duties as may be required consistently with the purpose of this role.
Requirements:
- 10+ years of experience selling products and services within CX/Contact Center ecosystems.
- 5+ years of professional services experience with Genesys Cloud and at least one of the following CCaaS products. (Amazon, Five9, Google, NICE, TalkDesk)
- Experience with cloud platforms such as GCP and/or AWS.
- 2+ years of experience with AI tools and technologies (i.e. Voice/Chat BOT, Agent Assist, Automated QM, etc)
- Proven expertise across multiple CX applications (Inbound, Outbound, WFM) and integrated technologies (CRM, Speech Analytics, Omni-Channel CX).
- Excellent presentation and communication skills for engaging both internal teams and clients effectively.
- Highly organized with strong time management skills, a self-starter attitude, and the ability to thrive in fast-paced environments.
Benefits:
- Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
- Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
- Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
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