Job Description

The Europe Solution Innovation team for Digital Inside Sales 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.

  • 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 mana.

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Qualifications

Basic Qualifications:

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

  • Minimum of 5 years of experience in tele sales call centers , inbound and outbound calling B2B.

  • 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 organized, 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.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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