Descripción Del Puesto

The Europe Solution Innovation team for Next-Generation Customer Operations is looking for an Operations Solution Architect Manager to join our growing dedicated team. The role will focus on supporting the development of solutions that will deliver seamless customer experiences powered by cloud contact center, conversational AI platforms, and superior human interactions. It is preferred that the candidate has experience in digital omni-channel customer service, customer care, technical support, retentions support, and collections.

As a Solution Architect, you will focus primarily on managing and developing solutions for complex business process outsourcing:

  • Driving solutions aligned to the latest innovative business and technology advancements

  • Creating winnable and deliverable solutions

  • Solutioning In the New by using leading operational and commercial levers to ensure total value is enabled at all layers of the deal construct.

The main responsibilities will include:

  • Development and ownership of the complex solutions underpinning compelling proposals that maximise Accenture’s competitive position in the Customer Operations space

  • Setting the direction of each bid including developing the solution strategy in close consultation with the Sales lead with support from a Senior Solution Architect or Enterprise Architect

  • Articulation of the solution in clear, concise language that the customer understands

  • Ensuring alignment of the solution to the customer’s buying criteria

  • Collaborate with other architects from Accenture’s BPO organization, including delivery, mobilization, technology etc., to plan and architect the overall delivery architecture and capabilities and produce a coherent solution

  • Relationship management with customers and partners at all levels of their organisations

  • Accountability for the costs associated with the proposed solution and the capture of these within a cost model

  • Leading the internal Solution and Delivery approval processes, ensuring appropriate briefings and stakeholder management activities have been undertaken in advance of formal approval gates

In addition, the roles will be expected to:

  • Sponsor/lead initiatives to deploy new innovative capabilities across Accenture’s SI and BPO organization

MÁS INFO


Qualifications

Requirements

  • Minimum of 5 years of experience working as an outsourcing solution architect or similar role

  • Minimum of 5 years of experience in Contact center or related industry, leading high value solution development opportunities particularly in Customer Operations (i.e. customer care, digital care, social care, retentions, and collections)

  • Alternatively, similar years of experience leading and delivering large-scale customer services operations is required.

  • Experience of working within a variety of BPO service areas such as customer services, sales, and technical support

  • Experience of customer services for some/all key European markets

  • Proven contribution to successful sales opportunities.

  • Ability to write concisely and positively to sell the benefits of a solution.

  • Experience of developing innovative solutions using relevant transformative technologies such as RPA, AI and analytics.

  • Experience with contact centre platforms and technologies

  • Experience of managing client relationships to develop long term business partnerships.

  • Demonstrable ability to lead and motivate teams.

  • Achievement of high standards of quality.

  • Previous customer engagement and contract negotiation experience.

Personal Skills and Competences:

  • Willing to take ownership and be proactive in displaying a positive “can-do” attitude.

  • Flexible working style with high degree of independence and hands-on approach.

  • Well organised, disciplined and deadline focused.

  • Strong presentation skills and ability to present to senior internal and external stakeholders.

  • Strong leadership skills in a virtual team environment.

  • Innovation and creativity.

  • Strong Customer focus.

  • Excellent verbal and written communication skills.

  • Attention to detail.

  • Calm and resilient in adverse circumstances.

Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, grado de discapacidad, estado de veterano, orientación sexual, identidad o expresión de género, información genética, estado civil, estado de ciudadanía o cualquier otro motivo o circunstancias protegidas por las leyes federales, estatales o locales.
Actualización Covid-19: La seguridad y el bienestar de nuestros candidatos, nuestra gente y sus familias sigue siendo una prioridad absoluta para nosotros. Hasta que las restricciones de movilidad lo permitan, las entrevistas continuarán realizándose virtualmente. 

La Vida en Accenture

Trabaja donde te sientas inspirado para explorar tus pasiones, donde tu talento se potencie. Innova con las tecnologías más punteras del mercado trabajando en los proyectos más innovadores que puedas imaginar.

image

AMBIENTE DE TRABAJO

Da lo mejor de ti mismo cada día trabajando en un ambiente de trabajo que potencia la innovación en todo lo que haces.

image

FORMACIÓN Y DESARROLLO

Tómate tu tiempo para formarte y desarrollarte ya sea en nuestros centros regionales de aprendizaje, a través de las aulas conectadas, cursos online o paneles de aprendizaje.

Ver todas

Acerca de Accenture

Nuestros más de 600.000 profesionales en más de 120 países combinan una experiencia inigualable y conocimientos especializados en más de 40 industrias. Impulsamos el cambio para crear valor y éxito compartido para cada uno de nuestros clientes, personas, accionistas, socios y comunidades.

Ver todas

Mantente al día

Únete al equipo

Busca ofertas de empleo que coincidan con tus habilidades e intereses. Buscamos personas proactivas, curiosas, creativas con ganas de trabajar en equipo.

Mantente Conectado

Recibe alertas de trabajo, las últimas noticias y consejos de expertos adaptados a tus preferencias. Descubre qué oportunidades profesionales tenemos para ti.

Ver todas