Job Description

DIGITAL CUSTOMER ENGAGEMENT TECHNOLOGIES. LOOKING FOR SOMEONE WHO HAS VOICE, EMAIL AND CHAT EXPERIENCE WITH A CRM. ADEQUATE HANDS ON EXPERIENCE AT THE TECHNICAL LEVEL ON DIGITAL CONTACT CENTER TECHNOLOGIES PERTAINING TO IMPLEMENTATIONS.

Solutions Architect

Washington DC area

· 5 TO 8 YEARS’ EXPERIENCE AS A SOLUTIONS ARCHITECT WITH AT LEAST THREE YEARS SPENT ON CRM, KM, OR CONTACT CENTER

· STRONG INDUSTRY KNOWLEDGE ABOUT THE CONTACT CENTER LANDSCAPE.

We are the leading provider of cloud customer engagement hub software. For over a decade, our solutions have helped improve customer experience, optimize service process, and grow sales across the web, social, and phone channels. Hundreds of the world's largest companies rely on our platform to transform their fragmented sales engagement and customer service operations into unified Customer Engagement Hubs (CEHs)

The successful candidate will be knowledgeable about the business value sought in contact centers, have an extremely high level of customer focus, passion for process improvement, demonstrate ability to execute

the required skills, influence, educate, and drive results in a fast paced, changing environment.

RESPONSIBILITIES:

· Present business and technical analysis, recommendations, and architectural designs and solutions to different levels in the client organization in a clear, concise and articulate manner

· Ensure that any newly developed solutions are done in a repeatable manner by other consultants, using a standardized methodology, clearly documenting the process to deliver them

· Develop client-centric deployment architectures aligned with their business objectives

· Assist in creating statements of work, proposals, and agile sprint planning activities.

· Collaborate with cross-functional teams during implementation

· Learn our product capabilities and operating environments

· Guide customers to quick value leveraging best practices developed by our team

· Distill and communicate customer requirements and product feedback to Product Management

· Surface and document the value derived from our teams implementations leveraging our analytics

· Ability to travel extensively within North America (~50%)

QUALIFICATIONS:

· Bachelor's degree required (majors in Science, Engineering, Business, Mathematics or related field strongly preferred)

· 5 to 8 years’ experience as a Solutions Architect with at least three years spent on CRM, KM, or contact center

· Strong industry knowledge about the Contact Center landscape.

· Experience and knowledge of business and technical solutions that include layered architectures, databases, reporting tools, middleware, monitoring, and high availability systems

· Effectively influence, negotiate and lead evaluations and implementations across Technical and Business audiences

· Experience with enterprise software integration technologies including but not limited to REST Web Services, JMS, XML, JDBC, Single Sign-On (SAML), etc.

· Experience with agile scrum methodology

· Experience or awareness of cloud technologies

Company Description

The company is a digital consulting firm that spans the worlds of IT / Software Development and Strategic Consulting successfully blends them together to support our client’s digital initiatives. Their specialties include User Experience Design, Complex CMS Architecture development and Implementation, E-Commerce and Mobile Product Development. Recently their work was acknowledged with a Webby Award, confirming what their clients have told - the company is a prized business partner. Their client base is diverse from the Alvin Ailey American Dance Theater to Wells Fargo; Fortune 1000 companies and smaller all of whom are innovators within their marketplace.