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Lead Architect - Customer Experience

Posted 27 February by Fullbrook Consulting Group Ended

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.

Reference: 34244809

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