Solution Architect
Overview
The Customer Experience Principal Solution s Architect will be responsible for
designing innovative solutions to business issues and for overseeing the
implementation of the solutions through di rect involvement and working
with account team, leadership , and operations (delivery) staff.
Responsible for lea ding multiple complex and high -priority projects.
Works closely with project management , finance and leadership to scope,
estimate, deliver customer proposals as well as provide overall technical
guidance for assigned solutions /opportunities.
Analyzes existing customer systems and process and provides input on way s
to improve these processes and system i nfrastructure .
Provide s detailed documentation for imp lemented solutions and transfer
necessary knowledge to project management team to allow for operational
and on -going support.
The successful candidate will have strong organizational and analytical skills with the ability to understand and break down complext problems
Responsibilities
- Drive revenue to meet and /or exceed target goals while adhering to
fiscal responsibilities for the CX Practice
- Ensur e internal compliance to all solutions that are developed ,
including but not limited to program/project reporting, cost controls
and staffing , alig nment and executi on of program/project
management methodologies.
- Lead pre-sales efforts with Insight Global Sales to understand
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customer business and technical objectives and product
requirements, in order to build client relationships, scope
opportunities, and deliver effective solutions.
- Craft solutions that meet or exceed customer expectations and
encapsulate the capabilities within our divisio n all while ensuring they
are operable and maintainable
- Provide management oversight and an escalation path to customer
relationships and delivery oversight while field teams are working
through obstacles and ensuring successful and profitable services
engagements.
- Work hands -on with customers to demonstrate and communicate
implementation best practices around our solution
- Support other members of our internal team s to develop and mentor
them on the latest technological trends without our market
- Maintain deep understanding of all technologies within the Customer
Experience space
Qualifications
- 4-year degree in Computer Science (or related curriculum) and 1 5
years of experience applying multiple infrastructure technologies and
working in more than one area of infrastructure technology (desktop,
network, server, storage, IP Telephony).
- 10 + years of relevant education, training, and/or progressive
experience
- 10+ years of experience in customer -facing positions as a professional
services program manager, solution architect, consultant or engineer
- Experience designing technical solutions to meet complex business
requirements
- Exten sive experience with common third -party ITSM tools, such as
Service Now, BMC Remedy, Salesforce, etc.
- Knowledge and experience working with cloud -based telephony
solutions, such as Five9, Nice, Talkdesk, Gene sys, Avaya, Cisco, etc.
- Experience running and standing contact centers, both technical and
non -technical
- Experience with cloud services such as Office 365, Azure AD,
MDM/MAM solutions
- Experience in work force management and complex dynamic
scheduling in a contact center environment
- Exceptional skills in handling client critical issues with a consistent
record of risk management
- Familiarity with desktop virtualization technologies
- Strategic planning, critical thinking, and financial analysis
- Understanding of ITIL processes and experience implementing ITIL
concepts
- Good interpersonal and project management skills with an ability to
handle opposing client demands
- Experience with modern deployment methodologies, with emphasis
on software and hardware architecture, and infrastructure design and
development
- Experience in a dynamic, startup (or startup -like) environment and
ability to thrive in a fluid environment
- Effectively communicate with CxO -level personnel and navigate
customer organizations for successful project delivery and acceptance
- Strong communications and interpersonal skills
Perks and Benefits
Health and Wellness
- Life Insurance
- Health Insurance
- Dental Insurance
- Vision Insurance
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- On-Site Gym
- Pet Insurance
- Mental Health Benefits
Parental Benefits
- Fertility Benefits
- Family Support Resources
Work Flexibility
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- Casual Dress
- Happy Hours
- Snacks
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Volunteer Time Off
Financial and Retirement
- 401(K)
- 401(K) With Company Matching
- Stock Purchase Program
- Performance Bonus
Professional Development
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Leadership Training Program
- Associate or Rotational Training Program
- Internship Program
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Diversity, Equity, and Inclusion Program