Insight Global

Overview

The Customer Experience Solutions Architect will be responsible for designing innovative solutions to business issues and for overseeing the implementation of the solutions through direct involvement and working with account team, leadership, and operations (delivery) staff.

Responsible for leading 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 ways to improve these processes and system infrastructure.

Provides detailed documentation for implemented 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 complex problems.

Responsibilities

• Drive revenue to meet and/or exceed target goals while adhering to fiscal responsibilities for the CX Practice
• Ensure internal compliance to all solutions that are developed, including but not limited to program/project reporting, cost controls and staffing, alignment and execution of program/project management methodologies.
• Lead pre-sales efforts with Insight Global Sales to understand 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 division 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 teams 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

Minimum Qualifications:

• 4-year degree in Computer Science (or related curriculum) and 10-12 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
• 5+ 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
• Extensive 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, Genesys, 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

Preferred Qualifications:

• Experience with working on a multi-disciplinary team
• PMP/ITIL or related certification(s)