Job Title:
IT Solution Architect
Job Description
We're Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
Challenge Conventions
Deliver outcomes unimagined
Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today's hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We're a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Remote
Description of the Role:
We are looking for a dedicated, Technology Solution Architect. As a Technology Solution Architect, you will work with our customers to understand their needs and build the technical high-level design solution to match.
You will need to build relationships across teams (Presales teams, Architects, Infrastructure Shared Service Leaders, Product Owners, Project Management, Implementation teams), work and align with them, and get their approval on the proposed solutions.
The Technology Solution Architect will manage the definition and design of the technology solutions to meet the needs of our client's technology requirements. You will be a gateway to CNX myriad technical offers and options.
Main Responsibilities:
- Support sales management for account growth
- Work with presales teams during the RFP phase and support in defining the technical solution and architecture to propose.
- During the solution phase, develop a partnership with the client to evolve technological solutions to support their requirements.
- Manage customer expectations and lead them to the most suitable solutions.
- Analyze customers' needs and suggest upgrades or additional features to meet their requirements!
- 3+ years of experience with Amazon Connect Voice Channel or similar in the area of Digital Transformation such as s Genesys PureCloud, Natural Language Processing, intelligent based call deflection with IVR's, Speech/Text Analytics solutions, Automation by email/chat Bot's.
- During solution phase, work with clients and CNX teams to define comprehensive and solution:
- Design requirements that follow CNX Contact Center operational standards.
- Network definition: Client interconnexion, required routings, VLAN needs.
- Contact center solution requirements: SIP trunking & carriers, IVR needs and configuration, voice prompts, SVI, CTI.
- Define or confirm the Contact Center solution required integration with client or CNX tools.
- Identify and collect required tools (client or CNX) and define/advise the best way to access them.
- Validate the solution design with Global Architecture Network/Voice/Server team
- Document the scope of the project and the high-level architecture to be provided to Project management and Implementation team.
- Assure at the end of the setup/implementation phase, all mandatory documentation exists, is conform to industry best practices and company expectations and provided to run team.
- Establish best practices to overall IT Service Delivery Play Books are initiated.
- The Technology Solution Architect role will report to CNX Senior Vice President IT SA & IT SDM Joint Leadership.
Required Skills:
- 5+ years' experience in contact center solutions/services.
- Knowledge of networks, telephony, security, domain, and application services
- Accept challenges facing organizations about the contact center strategy and customer management
- Experience of solution architecture and solutioning in a multi-channel environment
- Desirable experience of automation and digital technologies
- Desirable experience of direct management of third-party providers and partners.
- Excellent experience maintaining clean records of sales outreach and contacts in a CRM
- Experience balancing multiple sales opportunities.
- Comfortable with direct responsibility and accountability.
- Engage with IT teams in different regions and cultures, always understanding the diverse landscapes and pressures per region.
- Be curious and fast learning, allowing you to have a global technological vision,
- Support your business peers and work with them to become the trusted "go-to-person" for the client and the CNX team with any technology challenge or project.
- Solid technical background with hands-on experience in Contact Center solutions and Network.
- Organization, accountability and experience maintaining an organized and up-to-date pipeline of opportunities.
- BSc degree in Computer Science or relevant field.
Location:
FRA Work-at-Home
Language Requirements:
Time Type:
Full time2024-09-26
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