Solutions Architect

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Provides pre-sales technical and product support for the development and implementation of complex CX products/applications/solutions. Uses in-depth CX product knowledge to provide technical expertise to sales staff and the customer through sales presentations and product demonstrations. Assists the sales staff in assessing potential application of company products to meet customer needs and may prepare detailed product specifications for the development and implementation of customer products/applications/solutions. May create detailed design and implementation specifications for complex products/applications/solutions. May build a mini-application based on customer requirements to demonstrate feasibility of the application, often requiring rapid prototyping and/or product demo for client. May provide consultation to prospective users and/or product capability assessment and validation.

What you'll be doing

The primary responsibility of the CX Solutions Architect is to consult with Regional CX teams to support CX Services architecture, service designs and service adoption for complex CX solution. Provide multi-technology consulting services on all aspects of CCaaS, CX application software, infrastructure and related technology components

Key roles and responsibilities:

 Contributes to the development of solution architectures in CX Portfolio and defines the process, system & platforms required to introduce a new CX service

 Supports Regional enablement, adoption and expansion of CX services

 Represents CX portfolio at MNCS Deals Desk on all CX Client opportunities to ensure consumption of standardised CX services and identify new candidate features for CX Product/Services Roadmap

 Work with CX and CCaaS Vendors to understand their CX architecture to support ongoing development of CX Services Portfolio

 Identifies and evaluates alternative architectures and the trade-offs in cost, performance and scalability.

 Produces specifications of cloud-based or on-premises components, tiers and interfaces, for translation into detailed designs using selected services and products.

 Supports a change programme or project through the preparation of technical plans and application of design principles that comply with enterprise and solution architecture standards.

 Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution.

 Monitors the external environment to gather intelligence on emerging technologies.

 Creates reports and technology roadmaps and shares knowledge and insights with others.

 Designs components using appropriate modelling techniques following agreed architectures, design standards, patterns and methodology.

 Creates multiple design views to address the concerns of the different stakeholders of the architecture and to handle both functional and non-functional requirements, including proof of concept (POC).

 Reviews, verifies and improves own designs against specifications.

 Contribute to the development of new go to market services and contributes knowledge on relevant verticals.

 Operate across both the technical levels within the enterprise architecture and the value chain in order to develop holistic and integrated solutions

Knowledge, skills and attributes

 Solid knowledge of multi-vendor CX & CCaaS service integrations and cross-functional software, and infrastructure designs

 Excellent communication skills both verbal and written

 Knowledgeable on how specific infrastructures and application software are deployed in line with relevant methodologies and frameworks

 Ability to develop and leverage their knowledge of reference architectures

 Ability to maintain knowledge of trends and development in technology domains

Academic qualifications and certifications:

 Qualification in Information Technology or Information Systems

 Certification and working knowledge of Enterprise Architecture methodologies (e.g. TOGAF, ITIL, etc.)

Experience required:

 Solid professional technical, IT and architecture experience within a technology services environment on the following areas: CX, CCaaS, Software Development

 Proven CX client engagement and CX consulting experience coupled with solid experience in client needs assessment and change management

 Proven experience in integrating CX solutions across enterprise verticals, industry standards, established patterns and best practices

Workplace type:
Hybrid Working

Equal Opportunity Employer,