Job Description

GET TO KNOW ALORICA At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY The Solution Architect is a leader in Alorica’s Product Marketing Team within the Global Marketing Organization. As a provider of customer experience solutions to our clients, our portfolio of offerings is increasingly complex – including a combination of people, technology and process. Consultative engagements require building a strong understanding of customer pain points and recommending tailored strategic solutions.  The mandate of the role is two-fold: 1) to provide subject matter expertise & strategic direction on digital and emerging products as an active member of the revenue generation team and 2) to lead the development of tailored proposals, with embedded technology recommendations to clients.  This leader will work closely with our product development teams to provide highly qualified and focused customer requirements. This position is a “quarterback” role in defining our digital solutions strategies to support sales opportunities & business reviews.  He/She will focus on opportunities that require strategic positioning of our product portfolio, developing delivery strategies and thought leadership to win the business.  As Solution Architect, you will work closely with our client solutions, Operations, technical and implementation teams to identify client pain points & opportunities, build strategies leveraging Alorica’s capabilities and present these solutions as a subject matter expert.   The Solution Architect will research client pain points, decision drivers and competitive positioning.  With this insight, they will facilitate development of a win strategy for Alorica’s solutions that are tailored to the outcomes that matter for our clients.  This leader will develop a strong understanding of our product portfolio, market optimization and operational capabilities.  They will be expected to develop data driven insights from 1st and 3rd party sources to help illustrate the rationale and impact of our recommended solutions.  Finally, they will ensure that our collateral is focused, relevant and impactful in building our engagements.  The Solution Architect will interface to multiple internal teams in a matrix environment and ensure design and delivery is consistent with client expectations and will ensure the execution and delivery of a world-class participant experience. In addition, this leader will work with Alorica’s Business Transformation (BT) and IT teams for solutions, be it developed internally within our Digital Center of Excellence and/or 3rd party providers of technology that complements our core offerings to develop tailored solutions and system integration requirements. Reporting Relationships: ➢    Reports to the Sr. Director, Product Development with indirect reporting to the Chief Marketing Officer. ➢    Primarily supporting our Client Solutions (Account Management) teams in building new opportunities for existing clients. ➢    Strong functional alignment with our Automation, Digitization and Robotics Team (Business Transformation), IT and Business Intelligence Teams Direct Reports: ➢    The SA has matrix management responsibilities for Client Solutions, Finance, Operations, IT and Marketing Organizations 

JOB RESPONSIBILITIES Strategy

• Support development of account plans and approach with CS and Sales Organization – Focus on deals that require subject matter expertise in digital solutions
• Contribute to product roadmap – Identification of gaps in our offerings, means to build competitive differentiation, collateral and means to demonstrate capabilities

Opportunity Qualification

• Source data from client and internal teams that demonstrates an opportunity for improved CX, ROI or cost savings for client
• Through discussions with the client team, assesses the viability of the project, our competitive advantages, and our ability to achieve margin.  
• Determine a solution that meets the objectives of the client

Winning The Deal

• Presents solutions as a subject matter and consultative partner;  strong articulation of client benefits, Alorica solutions and capabilities, competitive considerations and the best way to deploy and scale new business
• High level Design of the proposed solution to respond to client request (e.g., RFP) 
• Writes and/or sources content on solutions to be included in client-facing materials (e.g., RFP response, pitch deck, etc.) 
• Leads discussion around strategic pricing, partnerships or exceptions that are required to win deals.

Implementation

• Works with our technical teams in defining business requirements, scorecards, implementation stages/timelines and success criteria.   
• Provides qualified engagements to technical teams and our customer experience consulting team for design and deployment

Measurement

• Supports the post mortem reviews for all pitches/presentations and analysis of drivers for win/loss
• Assist in development of case studies rooted in the impact of our digital solutions

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