Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
In today’s business environment, growth isn’t just about building value—it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model—one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.
Operations is one of four services that make up one Accenture –the others are Strategy and Consulting, Interactive and Technology.
The Operations Solution Innovation team plays a pivotal role in the pre-sales journey, working directly with our clients to understand their business problems and define and develop innovative, tangible and deliverable solutions to drive value. The Solution Innovation team works with SMEs and specialists to construct holistic value-based propositions throughout the sales life-cycle – from early origination and business development through to detailed solutioning design and contracting.
The Solution Innovation team for Next Generation Customer Operations is looking for a 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.
You will play a critically important role, one which is the conduit between sales and service delivery. Accenture Operations is constantly thinking ahead and innovating even before our clients and competitors recognize a need. You will demonstrate multiple skills, i.e. understanding client requirement, understanding buyer values of client, creating compelling value proposition through development of cost competitive solution using the Solution Planning Methodology.
Solution Architecting demonstrate multiple skills, i.e. understanding client requirement, understanding buyer values of client, creating compelling value proposition through development of cost competitive solution using the Solution Planning Methodology.
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 maximize 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 organizations
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
Sponsor/lead initiatives to deploy new innovative capabilities across Accenture’s SI and BPO organization
Here’s What You Need:
Minimum of 5 years of experience leading and delivering large-scale customer services operations is required
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)
Minimum of 3 years of experience with Solution Planning Deal Shaping
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 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 center 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
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
As required by Colorado law under the Equal Pay for Equal Work Act, Accenture provides a reasonable range of compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $132,700 - $165,199 and information on benefits offered is here.
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.
Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here
Equal Employment Opportunity Statement
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
Accenture is committed to providing veteran employment opportunities to our service men and women.
For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.
Requesting An Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
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