Our client, a prominent innovator in customer experience (CX) solutions, is seeking a Solution Architect to drive their transformation from a transactional service provider to a strategic partner. This role is pivotal in shaping cutting-edge CX solutions, enabling operational excellence, and achieving both client and business goals.
Role Overview The Solution Architect will lead the design and delivery of tailored CX solutions, working in close collaboration with clients and internal teams. This role combines strategic planning with hands-on execution, ensuring solutions align with both client objectives and organizational strategy.
Key Responsibilities
- Design and implement innovative CX solutions that enhance revenue and align with client needs.
- Partner with business development teams to identify opportunities, provide expert consultation, and drive solution adoption.
- Conduct in-depth discovery sessions to understand client goals, operational challenges, and future aspirations.
- Develop comprehensive business cases, resource plans, and solution designs that deliver measurable ROI.
- Identify potential risks and dependencies, offering proactive solutions to mitigate challenges.
- Work closely with internal and client stakeholders to ensure seamless solution delivery and sustained success.
- Deliver compelling presentations and proposals that articulate complex solutions in an accessible manner.
Qualifications and Experience
- 7-10 years of experience in solution architecture or a related field.
- Extensive knowledge of the CX industry
- Extensive Experience within BPO
- Expertise in AI, automation, and emerging technologies within the CX domain.
- Proven consultative skills with a track record of co-creating impactful client solutions.
- Strong ability to balance client needs with commercial objectives.
- Analytical mindset with excellent problem-solving capabilities and a strategic approach to cost-effective solutions.
- Exceptional interpersonal and communication skills, fostering collaboration and trust.
- Experience in design thinking methodologies and presenting complex technical solutions to diverse audiences.
- A deep understanding of customer needs and the ability to design solutions that marry technology with human-centric approaches.
- Be a senior voice and thought leader in the generative AI space, advocating for its adoption and showcasing its service-level impact.
- Emphasize people-based solutions that solve customer issues effectively, ensuring technology complements human interaction.
Work Environment
- Hybrid Model: Flexible working arrangement including office-based work, remote work, and on-site client visits.
- Location: Cork-based headquarters, with the majority of clients located in Dublin.
- Travel: Occasional travel within Ireland to meet client needs.
Compensation
- Competitive salary range: €100,000 - €110,000 + Bonus
- Benefits package
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