VP, Solutions Architect (#25616832)

This role requires 10+ Years of Healthcare experience

The Vice President (VP), Solutions Architect is a pivotal role for the assigned product specialty area vertical growth agenda and provide Clients with compelling Digital Solutions. The VP, Solutions Architect is responsible for identifying, quantifying and delivering transformational change across the assigned product specialty opportunities. This role will work closely with prospect/client (“client”) and ResultsCX (RCX) stakeholders, as well as RCX internal partners, to drive an innovation agenda to meet the client’s strategic goals. This role will initially concentrate on Customer Experience and the transformational changes will enhance that experience to bring about a closer relationship between client and its customers. It will also focus on delivering the best business insight to client, which will form the basis of new consumer and process strategies. In this role, it will be important to foster close working relationships between local client stakeholders and vertical leadership in order to continuously drive business value for both client and RCX. The role should additionally support the Transformation Roadmap for Large Multi-Tower Deals, in new Geos or with new Service Offerings.

• Establish partnerships to work collaboratively with internal and external constituencies to drive a cohesive solution.
• Drive the process with a sense of urgency, but always being mindful of delivering a quality driven solution that include:
  • Timely responses to proposals, and contractual obligations.
  • Development and delivery of client presentations and solutions.
  • Orchestration of proof-of-concept work.
  • Preparation of cost estimates.
  • Coordination of additional supporting functional and technical resources as required.
• Identify solutioning opportunities by:
  • Conducting comprehensive process, functional, and technological discovery
  • Capturing pain points, as well as business and technical requirements – “as is” and “to be” scenarios
• Obtain comprehensive understanding of client’s current infrastructure to best:
  • Synchronize RCX solutions with client needs.
  • Identify client challenges and recommend implementation options.
  • Assess risks and implications due to regulatory challenges that are impacting the client.
• Architect customer solutions using innovative and cutting-edge solutions.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.

Required Education and Experience

1. A minimum of a Bachelor’s degree in area of Business, Management, Marketing, Finance or other closely degree. Equivalent experience may be substituted for education.
2. A minimum of 16 years of progressive leadership experience in roles demonstrating growth, creative and operational excellence; demonstrable success in defining and driving comprehensive programs to transform customer experience and delivering concrete business value.
3. Strong background and executional experience in industry area experience transformation technology/platform domain areas as it relates to back office (F&A, Supply Chain, etc.) and/or customer facing areas, with solid (top tier or boutique) consulting company experience preferred. Digital agency experience also relevant.
4. A deep domain expertise in the core vertical for which they are being hired.
5. A demonstrated ability to drive sales origination in a prior role.
6. Cross-industry experience required; Must have breadth across multiple verticals and understand how to apply those earnings across.
7. Experience in a leadership role focused on identifying experience transformation, marketing, and content opportunities.
8. Experience with large, complex customer experience transformation programs that deliver demonstrative business value, data driven insight, improved operational efficiencies, and new forms of customer engagement.

Preferred Education and Experience

1. Experience at ResultsCX or BPO industry.
2. Strong credentials in foundational areas that directly touch the customer; “Interactive agency” experience a plus.
3. Master’s Degree a plus.

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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