Transforming Customer Experience: A Strategic Partnership Opportunity
We are seeking a seasoned Solution Architect to lead our client's digital transformation journey. As a trusted advisor, you will design and deliver cutting-edge customer experience (CX) solutions that drive real business impact.
This role requires a deep understanding of CX innovation, leveraging AI, automation, and emerging technologies to create scalable, human-centric solutions. You will collaborate closely with clients, guiding them through their digital transformation while ensuring seamless execution and measurable ROI.
Main Responsibilities:
* CX Solutions Design and Delivery: Enhance efficiency, customer satisfaction, and revenue through innovative solutions.
* Business Development Partnership: Identify opportunities, co-create solutions, and drive adoption with business development teams.
* Client Discovery and Needs Analysis: Conduct deep-dive discovery sessions to understand client challenges and future goals.
* Business Case Development: Build robust business cases, resource plans, and solution roadmaps aligned with client needs and commercial objectives.
* Risk Management: Identify risks early and develop proactive mitigation strategies.
* Thought Leadership in Generative AI: Advocate for its role in transforming CX while balancing people-first solutions.
* Cross-Functional Collaboration: Work with internal teams and clients to ensure smooth implementation and ongoing success.
* Solution Proposals and Presentations: Deliver compelling proposals and presentations that make complex solutions accessible and actionable.
Requirements:
* Experience: 7-10 years in solution architecture, CX strategy, or related fields.
* CX Industry Expertise: Strong knowledge of the CX industry, particularly within BPO.
* Pre-Sales Experience: Proven track record in pre-sales.
* Ai, Automation, and Emerging Technologies: Strong knowledge of AI, automation, and emerging technologies shaping the CX space.
* Consultative Skills: Proven consultative skills with a track record of designing impactful solutions.
* Alignment with Commercial Goals: Ability to align CX innovation with commercial goals.
* Analytical Mindset: Analytical mindset with a strategic approach to problem-solving.
* Communication Skills: Excellent communication skills with the ability to engage stakeholders at all levels.
* Design Thinking: Experience in design thinking, ensuring solutions blend technology and human connection.
Work Environment and Benefits:
* Hybrid Model: Office-based work, remote flexibility, and on-site client engagement.
* Cork-Based Headquarters: Cork-based headquarters, with the majority of clients in Dublin.
* Ongoing Travel: Occasional travel within Ireland.
* Competitive Compensation: Competitive salary plus bonus and benefits.