Senior Solution Architect-Customer Experience - CX Solutioning
About The Position
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. 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.
Requirements
- Bachelor’s degree or 8+ years of related experience in one or more of the following areas: consulting, user-centered design, voice/digital bots/channels, customer experience, industry verticals, contact center operations, cloud services, sales support, or marketing.
- Experience with bots, self-service applications, and communication channels such as Voice/IVR and Messaging/Chat/Omni.
- Knowledge of user experience design and customer experience best practices.
- Excellent written and verbal communication skills, with the ability to present information effectively to internal and external stakeholders.
- Advanced Microsoft Office skills, including Excel, PowerPoint, Word, and Visio.
- Proven ability to organize and prioritize projects in a fast-paced, deadline-driven business environment.
- Demonstrated ability to take initiative, show ownership, and focus on continuous improvement.
- Strong customer service mindset, professional presence, and consultative approach.
- Solid understanding of business operations and industry dynamics, with demonstrated business acumen.
- Demonstrated ability to comprehend, analyze, and interpret information to support solution development and decision-making.
Responsibilities
- Determine the most appropriate automation solution in partnership with the Sales Representative and Sales Engineer through client discovery discussions, RFP/RFI reviews, and other solution requests.
- Collaborate with Professional Services leaders and team members to design robust, scalable, and client-ready solutions.
- Develop the solution approach, including estimated timelines, ROI models, presentation materials, and supporting documentation.
- Identify, manage, and resolve issues that may impact solution quality, delivery timelines, resources, or client expectations.
- Partner with Sales and Finance teams to evaluate pricing strategies, determine recommended approaches, and support approval processes.
- Understand and escalate potential risks across solution components, working with the Solutions Director to identify risk mitigation alternatives.
- Contribute content for scope of work documents, proposals, and contract-related materials.
- Facilitate meetings to review pricing, staffing, timelines, contracts, and presentation materials requiring stakeholder alignment.
- Attend client site visits in various locations with the Sales Representative and other key team members, as needed.
- Conduct research on current and prospective clients, verticals, and industries to provide subject matter expertise and identify opportunities to differentiate the Concentrix solution.
- Support Sales Representatives in gathering appropriate resources to follow Concentrix processes and protections, including Non-Disclosure Agreements, Deal Review, Legal, Security Risk/Controls, and related requirements.
- Contribute to continuous improvement of the opportunity management process to help the team work more efficiently and deliver effective messaging.
Benefits
- medical, dental, and vision insurance
- comprehensive employee assistance program
- 401(k) retirement plan
- paid time off and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Senior
