Business Solutions Architect
At Percepta, we bring first-class service across each market we support. As a Business Solutions Architect working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture
What You’ll Be Doing
The Business Solutioning Team is responsible for managing the intake, scoping, and business solution design for new business, new programs, and / or significant updates to existing programs that drive desired results in the most effective and efficient manner. Members of the Business Solutioning Team exhibit a deep knowledge of how BPO contact centers operate in general, and of Percepta and our clients’ in particular, across processes, services, products, and the technical capabilities to bring them together in CX and EX solution designs that meet the diverse needs of our business partners.
As a Business Solution Architect, you will work closely with Percepta and Client business leaders, product owners, internal business solutions and SME teams to create customer / agent experience solutions that best leverage Percepta and our clients’ operating models and available technology toolsets. The solutions you design are a key driver for Percepta’s’ ability to deliver on our clients’ business goals.
During a Typical Day, You’ll
· Understand and translate internal and external client requirements into a business solution that includes detailed requirements for IT, operations, workforce, reporting, analytics, knowledge base, and training. Solutions will include clear direction on implementation approach to enable PMO to successfully launch the initiative and adhere to internal processes and governance.
· Coordinate and lead the cross-functional business solutions SME team identified for assigned solution development requests, ensuring solutions align to the defined business outcomes.
· Represent scopes of assigned projects in weekly executive project intake reviews, enabling appropriate decisioning for ongoing project support without additional cycle time for gathering additional information.
· Articulate details and specifications of the proposed solution, backed up with proof points, facts and figures.
· Interface with the delivery and operational organizations to ensure effective solution design and to collaborate on clear solution assumptions.
· Determine appropriate solution inputs that both meet the client and Percepta requirements and minimizes risk for both clients and Percepta.
· Maintain the level of business and technical knowledge required to design effective CX and EX business solutions that align to business goals and within established strategic and technical frameworks.
· Foster a culture of continuous learning within your team, promoting their acumen of the Percepta and client business, technical expertise, and industry knowledge.
· Manage the workflow of assigned team members.
· Assist the Head of Business Solution in establishing standardized and repeatable solutioning practices that enable on time delivery of documented and approved solutions that include the required information to transition to the deployment and operational teams.
· Assist the Head of Business Solution in developing and maintaining a library of resources tailored to enable quick and comprehensive CX solutions that minimizes the need to reach out to clients and/or Percepta functional teams for solution inputs.
· Report status updates, weekly checkpoints escalating workload distribution issues or barriers to ensure deadlines are managed effectively.
· Take on special projects that leverage your strengths and support tactical or strategic business needs.
What You Bring to the Role
· Bachelor’s Degree from globally reputable university in information management, business, economics, marketing, or a related field.
· 8+ years’ (recent) in a BPO contact center with at least 5 of those years in Operational Leadership roles.
· Proven experience in solutioning for contact center customer experiences to include direction on how available technologies and tools will be leveraged.
· 5+ years’ managing medium to large scale projects, Project Management certifications a plus.
· Proven experience collaborating and managing across cross functional teams to include senior level leaders and senior level clients.
· Experience in entrepreneurial organization or start-up preferred.
· Exceptional knowledge of the contact center BPO industry
· Ability to identify and care for risk while developing a solution that meets and exceeds client expectations by applying experience and extensive knowledge of deployed CX strategies, service designs, and available technical capabilities.
· Self-motivated with strong project management skills –able to autonomously manage multiple priorities with individual deadlines in a fast-paced environment.
· Ability to take data and apply it to business case development for recommended solutions.
· Ability to lead and coordinate virtual, multi-disciplinary teams to support knowledge sharing and effective workload distribution to affect achievement of solutioning deadlines.
· Must be able to bring both business and technical perspective to engagements and “connect the dots” when delivering solutions.
· Excellent oral and written communication skills, with the ability to interact effectively with all levels of management.
· Ability to recognize the audience and speak credibly to business and technical topics.
· Entrepreneurial spirit with experience leading and executing business solution designs.
· Effective coaching and mentoring to direct reports.
What You Can Expect
· Competitive Salary with Incentives
· Health/Dental/Vision/Life Insurance
· Flexible Spending Account (FSA) and Health Savings Account (HSA)
· 401(k) with company match
· Vacation/Sick Time and Paid Holidays
· Tuition Reimbursement
· Employee Assistance Program
· Employee Discount Program
· Training and Development Programs (Percepta College)
· Employee Rewards Program (Perci Perks)
A Bit More About Your Role
This is a remote working role and Percepta supplies the office equipment needed for this role.
About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:
Culture of Service - to be treated like you are the customer from day one
Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
Respect – a team that is accountable, dependable and gives you their full attention
Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
Career Growth - lots of learning opportunities for aspiring minds
Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
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