[Remote-Position] Contact Center Senior Solution

Shape the future with us at workwarp. We need a Contact Center Senior Solution Architect/pre-sales! Our Remote office provides a state-of-the-art and comfortable workspace. This position requires a strong and diverse skillset in relevant areas to drive success. An attractive remuneration of a competitive salary is on offer for the successful candidate.

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Contact Center Senior Solution Architect/Pre-Sales

Job Description

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.

We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.

Our game-changers:
• Challenge Conventions
• Deliver outcomes unimagined
• Create experiences that go beyond WOW

If this is you, we would love to discuss career opportunities with you.

In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

We’re a remote-first company looking for the absolute best talent in the world.

Experience the power of a game-changing career.

The Solution Architect role is a pre-sales position focused on designing professional services to develop contact center automation solutions for clients. This role also serves as a consultant, conducting detailed discovery and due diligence sessions to identify end user requirements and automation opportunities. Responsibilities include creating and justifying business cases, developing proposals, and crafting content for contracts.

Responsibilities: • Collaborate with Sales Representatives and Sales Engineers to identify the most suitable solutions through client discussions and RFP/RFI documentation. • Work with PS leaders and teams to craft robust solutions, ensuring all aspects are thoroughly addressed. • Develop solution approaches with detailed timelines, ROI models, and presentation materials. • Identify and resolve issues affecting solutions, timelines, and resources proactively. • Engage in pricing strategy discussions with Sales and Finance to finalize approaches and secure necessary approvals. • Assess and escalate potential risks, working with the Solutions Director to explore risk mitigation strategies. • Contribute to the creation of scope of work documents. • Facilitate meetings for agreement on pricing, staffing, timelines, and contracts. • Accompany Sales Reps on site visits to various locations. • Conduct research on customers and industries to provide expert insights and identify differentiation opportunities. • Support Sales Reps in gathering resources for adherence to Concentrix protections, including NDAs, Deal Reviews, and Security Risk/Controls. • Improve opportunity management processes for greater efficiency and effective communication.

This role requires strong collaboration, analytical, and communication skills to ensure successful solution delivery and process enhancement.

Qualifications and Experience:
• Bachelor's degree or 8+ years in areas such as consulting, user-centered design, voice/digital bots, customer experience, industry sectors, contact center operations, cloud services, sales support, or marketing.
• Expertise with bots, self-service apps, and communication channels (IVR, omni-channel messaging/chat), UX design, and CX best practices.
• Excellent verbal and written communication; effective presentation to both internal and external stakeholders.
• Advanced proficiency in Microsoft Office (Excel, PowerPoint, Word, Visio).
• Strong project organization and prioritization in fast-paced, deadline-driven environments.
• Initiative and ownership with a focus on continuous improvement.
• Professional customer service orientation and demeanor.
• Solid understanding of business operations and industry with demonstrated business acumen.
• Ability to comprehend, analyze, and interpret complex information.

Salary Range:

The base salary range for this position is USD 109,749-USD 164,623 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays.

The deadline to apply for this position is 1/13/2025.

#LI-Remote

#ConcentrixCatalyst

Location:

USA, TX, Work-at-Home

Language Requirements:

Time Type:

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:
• English
• Spanish

To request a reasonable accommodation please click here.

If you wish to review the Affirmative Action Plan, please click here. Apply Job!

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