Sr Solutions Architect (#25604974)

The Sr. Solutions Architect will provide customer experience solutions to our clients and prospects. Our portfolio of offerings is increasingly complex – including a combination of people, technology, and process. Consultative engagements require building a strong understanding of customer pain points and recommending tailored strategic solutions. 

• Design of Customer Relationship Management Solutions, usually focused around a either a Contact Center / Front Office, digital and/or associated back office/ processing center.
• Apply knowledge of market insights/trends and competitive landscape, specifically around the technology applied in the business i.e., Process Automation / Analytics / Omni-Channel, etc.
• Coordinate and facilitate all activities surrounding bi-weekly Enterprise Business Review.
• Assign resources appropriately for all opportunities established during EBR, including proposal writer and solutions architect.
• Collaborate with team members to develop solutions within a complex operational environment.
• Manage Business transformation with demonstrable improvements in process. Assume point of contact for all Sales solutions processes as departmental RMS Champion including creation, maintenance, and continuous improvement activities on quarterly basis.
• Employ knowledge of the various commercial/pricing models used in selling BPO solutions to clients, including gainshare and transformation models.
• Build complex models to demonstrate business cases, etc.
• Collaborate with all levels of an organization, including senior executives in sales, products, and operations, across multiple companies required, and in several countries.
• Coordinate activities between Proposal Writers and Solutions Architect.
• Regularly inspect and review teamwork including but not limited to, proposals, RFP responses, special projects, and solution resources, providing feedback and correction as needed. Complete final sign off on every Opportunity Workbook within each account folder.
• Coordinate and map transfer of files to appropriate supporting departments and folder placement as opportunities move into respective closed Salesforce status: Won, Lost, Abandoned.
• Identify the best-fit blend of analytics, technology, and operations talent to bring the solution’s value to the client and to the company.
• Develop transformation business cases and creative commercial models that allow stakeholders to achieve their innovation, service, and financial goals.
• Serve as an internal subject matter expert (SME), and when needed, support Sales Lead as client facing external SME, on key topics in the BPO space, including traditional offerings, analytics, and technology offerings, as well as trends in the BPO / Customer care industry.
• Participate in, either remotely or directly on-site, a variety of client facing activities, such as presentations, site visits, due diligence sessions, etc.
• Own consultative relationships, collaborating between supplier and ResultsCX.
• Collect, analyze, and operationalize improvement strategies as identified from scorecard and time keeping activities.
• Onboard, mentor, coach and manage performance of Solutions Architect team and/or other positions as assigned during term of role.

1. Bachelor’s Degree in business or related field of study or equivalent education, training, and experience.
2. 12 years of experience in BPO industry.
3. RFP/Project Management Experience.
4. Experience in developing business solutions/cost value calculations.

1. Experience at ResultsCX.
2. Project Management Institute (PMI) Certification

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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