Solutions Architect – BPO / Outsourcing

Unifytalent (www.unifytalent.com) are a leading specialist recruitment consultancy and executive search company. We operate in a unique fashion, driven by service beyond the placement. Our model is designed to focus on this as a core value and we aim to deliver solutions and support to both our clients and our candidates that adhere to this objective.

We primarily work within Technology, BPO and Contact Centre markets (covering all verticals/departments) to provide our clients with the most innovative search and selection methodologies, industry expertise and networking capabilities that provide a sophisticated and tailored approach to each assignment.

Solutions Architect – BPO / Outsourcing

You will act as the overall Solutions Architect on formal bids, business development prospecting and existing client growth opportunities. Working closely with the subject matter experts in each business area you will be required to identify all of the components needed to deliver the overall solution.

Responsibilities

  • • Designing solutions comprising one or more of the following elements, voice and non-voice contact centre outsourcing, insight and customer analytics services, customer experience strategy and consulting for client opportunities
  • • Writing Solution content for customer proposals, either as the sole author or co-authoring with the Bid Manager for larger bids
  • • Presenting solutions to clients both formally as part of a bid process and informally in discovery/consultative conversations

Communication:

  • • Ability to put complex ideas across simply in written, visual (slides) and verbal forms
  • • Confident presenter and public speaker
  • • Influencing and networking:
  • • Ability to operate effectively within a B2B client/service provider environment
  • • Ability to deliver through others within a project/virtual team environment
  • • Ability to build and maintain effective networks – internally and externally

Solutions design:

  • • Ability to identify client needs and requirements and design customer management solutions that address them
  • • Ability to identify opportunities for transformation through innovation, analytics and technology and to incorporate these into client proposals
  • • Ability to capture and document solution requirements and specifications for the purposes of pricing and delivery planning
  • • Knowledge of how to structure a Solution for customer management services and operations
  • • Knowledge of formal bid procurement processes and vendor responses e.g. RFI/RFP/BAFO)
  • • Knowledge of project management principles
  • • Development of compelling, differentiated and commercially attractive solutions in response to identified client needs and requirements
  • • Identifying and quantifying the transformational outcomes that our solutions can deliver to clients through the integration of technology, analytics, processes, people and customer experiences
  • • Ensuring that all aspects of the solution influencing cost, price and margin are fully understood and incorporated into customer proposals

Technology:

  • • Knowledge of customer management platforms & applications across voice and non-voice (digital) channels
  • • Knowledge of Contact Centre technology infrastructure
  • • Customer Management:
  • • Knowledge of multi-channel customer management solutions – agent & non-agent based
  • • Knowledge of how to build customer contact operating models (in-house or out-sourced)

Experience:

  • • Experience of working on solution design and bids in a contact centre outsourcing environment
  • • Experience of non-voice (webchat, social media engagement etc) as well as voice customer management operations
  • • Sector-specific customer experience management knowledge gained from working on the client and /or vendor side in one or more of the following sectors Financial Services(ideally General Insurance) or Retail
  • • Strong knowledge of multi-channel customer engagement technologies such as telephony, Social Media and webchat platforms
  • • Experience of working with data and customer insight to drive transformational improvements in customer experience
  • • Experience of working within a consulting environment and evidence of successfully working with clients to deliver business transformation
  • • Strong written and verbal communications skills with evidence of having authored and presented proposals to clients
  • • A strong influencer, able to inspire and motivate clients and stakeholders to buy into innovative and ambitious customer experience management solutions
  • • A creative problem solver, able to look at a situation and generate imaginative but realistic solutions
  • • Experience of working in a highly commercial environment, where you have been directly involved in pricing and P&L decisions in relation to client management and business case development

Location

• UK based and travelling to various UK locations

Salary

• Dependent on experience

Client Jobs Customer Contact Centre Outsourcing

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