Solution Architect

3 weeks ago

County Cork, Ireland Cpl Full time

My Client is a leading provider of customer experience (CX) solutions, dedicated to delivering exceptional customer service, innovative technology, and transformative business outcomes. With a strong focus on becoming the global partner of choice, they leverage data, automation, and AI to enhance customer interactions, drive business growth, and create value for clients across various industries. Known for its consultative approach, they help organizations optimize their operations and improve customer satisfaction, fostering long-term success and strategic partnerships.


The Solution Architect is essential in driving the business shift from a transactional service provider to a trusted strategic partner. You will be responsible for designing and delivering innovative customer service solutions that meet both operational and commercial requirements. This role is a key contributor to business growth, working closely with clients and internal teams to ensure successful outcomes.


Key Responsibilities:

  • Develop solutions that drive revenue and margin growth by addressing client challenges.
  • Collaborate with business development to identify opportunities and provide consultative support.
  • Lead discovery sessions to understand client objectives, pain points, and requirements.
  • Create high-level designs, business cases, and resource plans, ensuring solutions are cost-effective and deliver ROI.
  • Identify and assess risks, dependencies, and potential issues during solution design and implementation phases.
  • Contribute to client presentations, bids, and negotiations, clearly articulating proposed solutions.

Requirements:

  • A solid understanding of the Business Process Outsourcing (BPO) industry and up-to-date knowledge of customer experience (CX) trends, particularly the integration of technology, AI, and automation into CX solutions.
  • Strong ability to stay curious and truly understand client needs, ensuring that solutions align with their objectives and add tangible value.
  • Proven experience in engaging clients through a consultative process, listening to their problems, and co-creating innovative, tailored solutions that address their challenges.
  • A strong understanding of business operations, including the ability to develop business cases that demonstrate ROI and total cost of ownership. Experience in balancing customer needs with commercial goals.
  • Demonstrated ability to identify and solve complex problems through innovative solutions, while considering resource limitations, cost efficiency, and implementation risks.
  • Exceptional interpersonal skills to build and maintain strong relationships with clients, internal teams, and industry partners. Ability to collaborate effectively with sales, delivery, and functional teams.
  • The ability to make informed, strategic decisions that align with broader business objectives, considering both short-term and long-term outcomes for clients and the company.
  • Ability to apply design thinking principles to develop customer-focused solutions that leverage the latest technologies and deliver cost-effective outcomes.
  • Excellent verbal and written communication skills, with the ability to present complex technical solutions in a clear, concise, and impactful manner to both technical and non-technical stakeholders.

Work Environment:

  • Hybrid working model with a mix of office, home, and client site visits.
  • Based in Ireland, with potential for in-country travel to meet with clients.


#LI-JM2

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