EMEA CCaaS implementation Solution Architect

Concentrix - CA; Paris; À distance; EUR 70 000 - 90 000; Plein temps

Résumé du poste

A leading global technology services provider is seeking an experienced EMEA CCaaS implementation Solution Architect. Responsibilities include technical product leadership within EMEA teams, delivering outstanding customer experience solutions, and providing expertise during sales opportunities. Candidates should have significant experience with Amazon Connect and strong communication skills in both French and English. This is a full-time remote position.

Qualifications

• 7 years of solutions delivery or integration consulting experience.
• Amazon Connect certification(s) preferred.
• Professional fluency in French and English required.

Responsabilités

• Provide technical product leadership for EMEA and Global Implementation Services.
• Develop and deliver technical Proofs of Concept.
• Review RFP/SOW requirements and lead solution design.

Formation

Bachelor's degree in engineering, computer science or MIS

Outils

Amazon Connect

Microsoft Office

Description du poste

Overview

Job Title: EMEA CCaaS implementation Solution Architect

Job Description

We\'re Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as \"World\'s Best Workplaces,\" “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures.

We are looking for a Solutions Architect experienced in architecting CCaaS solutions that deliver outstanding Customer Experience and Business Success. Our new game changer will have deep expertise in Amazon Connect (Genesys CloudCX and/or NICE CXone experience a plus), with an emphasis on customer-facing solutions delivery experience.

Key Responsibilities

• Provide technical product leadership within the EMEA Architecture and Development teams and throughout the Global Implementation Services organization both in person and remotely, as necessary.
• Provide technical product expertise during sales opportunities.
• Develop and deliver technical Proofs of Concept
• Develop and deliver technical presentations
• Build and configure demo scenarios in Amazon Connect including ACD, IVR, outbound dialers, queuing, skilling, quality, ACD, Email, Web Messaging, and SMS and other digital channels
• Review RFP/SOW requirements while leading solution design and delivering/refining solution completion estimates for the Sales Org.

Key Qualifications

• 7 years of technology related solutions delivery and/or integration consulting experience working with large enterprise customers
• A bachelor\'s degree in engineering, computer science or MIS, or equivalent experience.
• Amazon Connect certification(s).
• Experience migrating to Amazon Connect from other major CCaaS solutions a strong plus.
• Knowledge of contact center skills, including ACD, IVR, NLP, automated dialers, queuing, skilling, VoIP, DID, TFN, DNIS, call recording and screen recording, quality, ACD Email, Web Messaging and SMS
• Experience working with AWS, Google Cloud, AI and ML, and Generative AI
• Knowledge of other contact center platforms and VoIP protocols (particularly Genesys CloudCX) a plus
• Experience interacting with customers, senior-level personnel and Team members
• Proficiency in Microsoft Office products including MS PowerPoint, MS Excel, MS Word, MS Teams and MS Outlook
• Professional level fluency in French and English required, further fluency in Spanish and/or German a strong plus.

Location: FRA Work-at-Home

Language Requirements:

Time Type: Full time

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