About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we are the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter.
Job Summary
Join Foundever's Global IT Department in an exciting new role based in EMEA! We are looking for a Technical Solutions Architect to play a pivotal role in supporting our future growth. In this position, you will provide design expertise and presentation support for our business bids, ensuring we capture the attention of both existing and potential clients.
Collaborating closely with our Sales team, you will offer valuable technical consultancy and assist the Project Management Team during the critical IT solution confirmation phase of implementation projects for new clients. This is a fantastic opportunity to make a significant impact on our business by delivering innovative solutions that align with client needs. If you are passionate about technology and want to help shape the future of Foundever, we encourage you to apply!
Key reponsibilities
BID RESPONSE SUPPORT
As an IT Solution Architect, you will provide design and presentational support for bid responses aimed at both existing and new clients. Collaborating with Foundever IT teams, you'll lead the creation of high-quality IT responses tailored to client specifications while addressing Foundever's business and operational needs. Key deliverables will include detailed IT responses, solution diagrams, cost estimates, and implementation timelines.
You will evaluate various IT solutions, drawing from existing products and services as well as custom developments. Close collaboration with business partners is essential for comprehensively understanding their challenges, documenting scenarios, and gathering requirements. You'll work with Foundever IT stakeholders to ensure traceability of these requirements throughout the solution design process. This role entails coordinating reviews with business units, IT, Security, and Operations to secure formal approval before submitting the IT bid responses.
Your responsibilities also include providing implementation cost estimates and collaborating with the Business Analysis team to confirm that all included applications meet the documented requirements. Partnering with the Product Marketing team is vital to ensure current solutions align with client needs.
Utilizing creative problem-solving techniques, you will propose innovative solutions where applicable. Additionally, you'll be expected to deliver presentations to stakeholders, including clients and board members, that support the bid management process. A strong understanding of the contact center industry is crucial for maintaining relevant domain expertise. You will manage the IT Bid Response Solutions through the architectural approval process effectively.
IT CONSULTANCY
In this role, you will offer technical consultancy to the Sales team, which may involve participating in client meetings, contributing IT insights for presentations, and providing high-level statements of IT capabilities.
IMPLEMENTATION SUPPORT
You will support the Project Management Team during the solution confirmation phase for new client business. This includes ensuring that an IT Solution Design document is completed with collaborative input from clients and relevant Foundever IT teams. Furthermore, you will assess technical risks associated with proposed solutions and suggest appropriate mitigation strategies.
Educational and Qualification requirements
- Educated to Degree level, technical subject preferred, and/or equivalent directly related work experience.
- Fluent English and Spanish spoken and written communication skills are required.
- ITIL Foundation, ITIL Intermediate, PRINCE2, Avaya, Cisco and Microsoft Certifications (preferred)
Required skills and experience
- Proven expertise in designing and architecting complex IT solutions that align with business objectives and deliver measurable value.
- Strong analytical, problem-solving, and decision-making skills, with a track record of overcoming challenges.
- Extensive technical knowledge across diverse platforms, products, and technologies.
- In-depth understanding of the broader IT landscape, including emerging technology trends and industry standards.
- Excellent knowledge of business applications, development, databases, and server architecture, specifically in a contact center environment.
- Robust technical design experience within the outsourcing and contact center industry.
- Exceptional communication skills, with experience leading virtual teams within a matrix organizational structure.
- Proven ability to influence stakeholders at all levels and build strong relationships with customers, vendors, and third parties.
- Ownership of challenging situations requiring engagement with senior-level business stakeholders, fostering a positive, can-do attitude to drive successful outcomes.
- Strong negotiation and consensus-building skills for effective collaboration with internal customers, stakeholders, and team members.
- Competence in identifying business issues and developing risk mitigation strategies, with a proactive approach to conflict resolution.
- Strategic insight in understanding broader business and technology strategies, enabling informed recommendations and decisions.
- Inquisitive mindset that challenges the status quo, ensuring IT solution designs support key business priorities.
- Proficient in developing and delivering executive-level presentations that effectively communicate complex information.
- Ability to manage multiple priorities in a fast-paced, dynamic environment while maintaining high-quality deliverables.
- Creative problem-solver who can determine the most effective approaches to business solution challenges, with a clear presentation style for executive audiences.
- Strong capacity for independent work, managing numerous deadlines and projects concurrently.
- Quick adaptability to changing business objectives and needs, demonstrating flexibility in approach.
- Skilled in reading political situations during client meetings to accurately capture business requirements.
- Proficient with Microsoft Visio, Office, and SharePoint, enhancing documentation and collaboration efforts.
Our Offer
Impactful work. Opportunity to work closely with cross functional teams in the EMEA market and with C-Suite leaders
Professional growth. Continuous learning and development opportunities in a dynamic, technical and remote work environment.
Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.
Work-life-Balance. This role offer either Fully Remote or Hybrid working (EMEA)
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