Lead Architect - Customer Experience

Posted 27 February by Fullbrook Consulting Group

The Client:

Our client is one of the world’s leading IT & Telecoms services providers.

Role & Key Responsibilities:

  • Use technical expertise to form and manage successful relationships with customers and clients.
  • Provide ongoing technical support and carry out business development and solutions design responsibilities.
  • Responsible for providing sale support and ensuring smooth delivery of projects all the way from pre-sales to delivery.
  • Maintain strong supplier relationship and manage the full POC cycle from initiating to delivery, whilst ensuring compliance.
  • Support various departments of the business with the evaluation of outsourcing demands and product pricing.
  • Manage and guide the successful delivery and implementation of CX solutions.
  • Review client requirements and offer technical support to meet their objectives.
  • Work as a part of a group of Architects and create concise documentation to support end users.
  • Ensure that customers are sufficiently trained on products and solutions as part of delivery.
  • Create approved documentation / certificates for product sign off and ensure that all documents are in order.
  • Provide technical support to client and product teams with decision making on deal / no deal.
  • Carry out business and sales forecasting and work closely with the bid team to put together proposals.
  • Offer technical guidance to sales team to help close profitable new business deals.
  • Mentor and coach the Product and Sales teams to ensure excellent all-around product knowledge.
  • Work towards project deadlines and show flexibility with taking on addition workload if / when necessary.

Skills & Experience:

  • Broad range of experience across CX suit of solutions (voice, email, WFO, webchat etc.).
  • Strong knowledge of technologies such as Genesys, Avaya, Cisco or Verint.
  • Previous technical project lead experience is a must.
  • Outstanding consulting and analytical skills.
  • Demonstrable ability to work effectively as part of a team.
  • Proven Mid-Level Management skills.
  • Strong communication skills.
  • Demonstrable client engagements skills.

Application questions

Do you have proven experience within a similar role?
Do you have solid working experience and knowledge of CX suit of solutions?
Do you have previous technical project lead experience?
Do you have proven track record of successful client engagement?
Do you have strong knowledge of technologies such as Genesys, Avaya, Cisco, Verint?

Reference: 34244809

Bank or payment details should not be provided when applying for a job. reed.co.uk is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Report this job