IT Solutions Architect Role

Job Title:

Job Description

Role Description

The IT Solutions mission is to deliver cost-effective integrated technology solutions, with our Global Concentrix Sales and Solution Architect teams, to our clients.  You will

• Act as Single point of contact for IT Solutions activities for Sales/Solutions organization
• Own the provision of one integrated IT Solution Offering covering IT Infrastructure and services inclusive of Information Security, Business Continuity, Network & Voice Connectivity as well as IT Service Delivery Standards into our proposal submissions.
• Responsible for Developing an integrated solution design, incorporating Strategic Concentrix Products and optimizing costs across IT delivery platforms to meet client technology requirements.
• Accountable for providing high quality technical solutions that can be delivered quickly and efficiently at lowest risk.

Description of the Role:

The Technology Solution Architect role will report into the team under the Concentrix Senior Vice President for IT solutions and account delivery.

We are looking for a dedicated, ambitious, and self-driven Technology Solution Architect. As a Technology Solution Architect, you will work closely with our customers to understand their needs and build the technical high-level design that will meet their and Concentrix requirements.

You will need to build relationships across teams (Presales, Architects, Infrastructure Shared Service Leaders, Product Owners, Project Management, Implementation teams), work and align with them, and get their agreement and approval on the proposed solutions.

The Technology Solution Architect will be responsible for the definition and design of the technology solutions that will meet the needs of our client’s technology requirements. You will act as a gateway to Concentrix diverse technical offers and options.

As a Technology Solution Architect, you should be passionate professional that is able to explain technical details and requirements to a non-technical audience. You should also be results-driven and aspire to achieve specific goals.

Ultimately, you should be able to provide technical, product and business knowledge to support the sales process, strengthen customer relationships and answer operational needs.

Besides building strong relationships with customers, the Technology Solution Architect will focus on understanding clients' needs and goals and use that to introduce our company's products and services.

Here's what a day on the role may look like:

• 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 solution
• Analyze customers' needs and suggest upgrades or additional features to meet their requirements and drive stability and functionality
• Accountable for providing high quality technical solutions.
• Experience with multi-channel cloud based platforms in the area of Digital Transformation such as Amazon Connect, NICE CXOne, Genesys PureCloud, Natural Language Processing, intelligent based call deflection via IVRs, Speech/Text Analytics solutions, Automation via email/chat Bots.
• During solution phase, work with clients and Concentrix teams to define comprehensive and coherent solution:
  • Design requirements that adhere to Concentrix Contact Center operational and security standards.
  • Network definition: Client interconnexion, required routings, VLAN needs, etc.
  • Contact center solution requirements: SIP trucking & carriers, IVR needs and configuration, voice prompts, SVI, CTI, etc.
  • Together with the client and operation, design, propose and defend from Business and end customer point of view contact flows.
  • Define or confirm the Contact Center solution required integration with client or Concentrix tools.
  • Identify and collect required tools (client or Concentrix) and define/advise the best way to access them.
  • Validate the solution design with Global Architecture Network/Voice/Server team
• Collaborate closely with the security team to establish a robust data protection framework centered around client data. By proactively identifying and mitigating potential risks, we will ensure that we prioritizes the protection of client information.
• Document the scope of the project and the high-level architecture to be provided to Project management and Implementation team.
• Assure the right transfer of knowledge to all required teams.
• 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.
• Drive continuous improvement in IT Service Delivery by defining and enforcing best practices for Playbook creation, ensuring high-quality deliverables and alignment with overall service management objectives.

Required Skill Set:

Great customer experience is at the core of our company's success, so you will play a crucial role in achieving our goals and objectives. We welcome candidates from diverse and atypical backgrounds, but we'd appreciate it if you have the following:

• 5 years (+) experience in contact center solutions/services
• Extensive knowledge of networks, telephony, security, domain, and application services
• Deep understanding of the business challenges facing organizations in relation to the contact center strategy and customer management
• Proven 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    
• Strong, clear communicator both verbal and written.
• Team player
• Excellent organizational, time management and prioritization skills
• Ability to work on own initiative and within a team structure, making decisions where appropriate and within scope of role.
• Ability to use judgement and discretion.
• Ability to challenge and influence.
• Ability to initiate and drive through change.
• Ability to make commercially sound business decisions.
• Outstanding interpersonal and communication (verbal and written) skills being able to work in a transverse organization,
• Comfortable with direct responsibility and accountability,
• Ability to engage with IT teams in different regions and cultures, always understanding the diverse landscapes and pressures per region.
• Being curious and fast learning, allowing him/her 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 Concentrix team with any technology challenge or project.
• Solid technical background with preferable hands-on experience in Contact Center solutions & Network
• An ability to grasp customers' needs, suggest timely solutions and know when to escalate and bring in extra resources.
• Strong analytical and problem-solving skills
• Must be able to multi-task and work well under pressure.
• Strong sense of urgency, organization, accountability, and attention to detail.
• Experience in managing multiple stakeholders and projects.
• A listener who is customer-oriented and attentive to their needs
• Critical thinker and problem-solving skills
• Ability to work early or late hours to participate in Business and technical activities.
• Degree in Computer, Science or relevant field

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic

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