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Solution Architect

Solution Architect

Alorica Teleservices IncNational Capital Region, Philippines
6 days ago
Job description

JOB RESPONSIBILITIES

  • Provide Technical Pre-Sales Solution Support
  • Assist in Closing New Business & Provide Solutions Support for Existing Business
  • Participate and lead internal and external presentations to C-level clients, technologists, and business partners.
  • Design creative, well-thought out recommendations to improve technical capabilities that generate revenue and enhance the contact center customer experience.
  • Contribute to sales team effort to ensure timely and successful closing of sales to potential customers by delivering technical presentations, demonstrations and webinars, assisting with technical questions, developing prototypes, supporting proof-of-concept and software evaluation efforts including both remote and onsite activities.
  • Assess existing client environments and provide consultative conversations to document the client's requirements, needs and requests.
  • Carry the initial estimated solution costs through the company's pricing process while defending complex technology solutions.
  • Provide technical support during the pre-sales process to prospects that require superior technical expertise and urgent response.
  • Become the main point of contact for clients' technical questions pre-sales and providing solution support during implementation.
  • Work in conjunction with Sales, Development, Technical Support, Client Technology Managers, Business Analysts and Product Management.
  • Contribute knowledge and experience to technical documentation on products deployment and implementation, knowledge base articles, product demonstration scripts and scenarios.

OTHER RELATED DUTIES

  • A thorough understanding of costing and pricing contact center technologies
  • Speaks clearly and persuasively in positive or negative situations, listens and attains clarification, responds well to questions, demonstrates group presentation skills, participates in meetings.
  • Has excellent technical presentation skills, both remote and face-to-face.
  • Manages difficult or emotional customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance, meets commitments.
  • Understands business implications of decisions, displays orientation to profitability, demonstrates knowledge of market and competition, aligns work with strategic goals.
  • Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, works well in group problem solving situations, uses reason even when dealing with emotional topics.
  • Assesses own strengths and weaknesses, pursues training and self-development opportunities, strives to continuously build knowledge and skills, shares expertise with others.
  • Balances team and individual responsibilities, gives and welcomes feedback, puts success of team above own interests, supports everyone's efforts to succeed.
  • Treats people with respect, keeps commitments, works ethically and with integrity, upholds organizational values.

    • Qualifications - External

    JOB REQUIREMENTS

  • Minimum Education and Experience
  • Bachelor's degree in computer science or equivalent experience within area related to job function
  • Minimum of seven years of experience in the Information Technology field
  • Knowledge, Skills and Abilities

    • Technical or functional skills, knowledge and abilities required for successful job performance.

  • Understanding and experience with contact center technologies, including CCaaS, OmniChannel and Digital services, Voice and Communications architecture and infrastructure
  • Understanding of IVR, PBX / ACD, CTI, WFM, Speech Analytics, QA monitoring a plus
  • Experience in endpoint connectivity, including VDI and VPN services
  • Background / Experience in networking, cloud and data center infrastructure
  • Ability to present concisely and positively to sell the benefits of a solution
  • Additional knowledge / experience a plus in the following areas
  • Customer and end user experiences through contact center operations
  • Experience working within BPO technical service areas
  • Experience developing innovative solutions using relevant transformative digital technologies

    • Responsible for providing technical pre-sales solutioning support to the sales team.

    Works within the IT Solution Development team of the IT Client Engagement group.

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    Solution Architect • National Capital Region, Philippines