Senior Solution Architect-Customer Experience - CX Solutioning

CNX; Lorida (FL); Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Employee assistance program

401(k) retirement plan

Paid time off

Holidays

Job summary

Concentrix is seeking a Senior Solution Architect-Customer Experience (CX) to design automation solutions that transform customer experiences and improve operational efficiency. You will lead discovery, build business cases, and contribute to contract-ready content, working across Sales, Professional Services, and Legal teams.

The role requires strong CX knowledge, bot/self-service experience, and excellent MS Office proficiency.

Qualifications

• Bachelor's degree or 8+ years of related experience in consulting, UX, bots, CX, or related fields.
• Experience with bots, self-service apps, and channels such as Voice/IVR and Messaging/Chat/Omni.
• Knowledge of user experience design and CX best practices.
• Advanced Microsoft Office skills (Excel, PowerPoint, Word, Visio).

Responsibilities

• Partner with Sales, Sales Engineering, Professional Services, Finance, Legal, and client stakeholders to shape solutions.
• Determine the most appropriate automation solution with sales and client input.
• Develop the solution approach, timelines, ROI models, and materials.
• Identify and resolve issues impacting quality, timelines, or client expectations.
• Elevate risks across solution components and advise on mitigations.
• Contribute to scope of work, proposals, and contract content.
• Facilitate pricing, staffing, timelines, and contract-related discussions.
• Attend client site visits as needed and gather resources to follow processes.
• Support process improvements in opportunity management.

Skills

Bots & self-service

UX knowledge

MS Office

Project prioritization

Customer service mindset

Business acumen

Education

Bachelor's degree or 8+ years experience

Tools

MS Office Suite

Job description

Senior Solution Architect-Customer Experience - CX Solutioning

The intelligent transformation partner. 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. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. The Senior Solution Architect is responsible for designing automation solutions that help clients transform customer experiences, improve operational efficiency, and unlock measurable business value. This role serves as a trusted consultant, leading discovery and due diligence sessions to understand end-user needs, identify automation opportunities, build business cases, support proposals, and contribute to contract-ready solution content.

Key Responsibilities

• In this role, you will partner closely with Sales, Sales Engineering, Professional Services, Finance, Legal, and client stakeholders to shape compelling, practical, and differentiated solutions.
• Determine the most appropriate automation solution in partnership with the Sales Representative and Sales Engineer through client discovery discussions, RFP/RFI reviews, and other solution requests.
• Develop the solution approach, including estimated timelines, ROI models, presentation materials, and supporting documentation.
• Identify, manage, and resolve issues that may impact solution quality, delivery timelines, resources, or client expectations.
• Understand and elevate potential risks across solution components, working with the Solutions Director to identify risk mitigation alternatives.
• Contribute content for scope of work documents, proposals, and contract-related materials.
• Facilitate meetings to review pricing, staffing, timelines, contracts, and presentation materials requiring stakeholder alignment.
• Attend client site visits in various locations with the Sales Representative and other key team members, as needed.
• Support Sales Representatives in gathering appropriate resources to follow Concentrix processes and protections, including Non-Disclosure Agreements, Deal Review, Legal, Security Risk/Controls, and related requirements.
• Contribute to continuous improvement of the opportunity management process to help the team work more efficiently and deliver effective messaging.
• The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position.

Qualifications

• Bachelor's degree or 8+ years of related experience in one or more of the following areas: consulting, user-centered design, voice/digital bots/channels, customer experience, industry verticals, contact center operations, cloud services, sales support, or marketing.
• Experience with bots, self-service applications, and communication channels such as Voice/IVR and Messaging/Chat/Omni.
• Knowledge of user experience design and customer experience best practices.
• Advanced Microsoft Office skills, including Excel, PowerPoint, Word, and Visio.
• Proven ability to organize and prioritize projects in a fast-paced, deadline-driven business environment.
• Strong customer service mindset, professional presence, and consultative approach.
• Solid understanding of business operations and industry dynamics, with demonstrated business acumen.

Compensation & Benefits

The base salary range for this position is $110,000 - $160,000 a year, plus incentives that align with individual and company performance.

Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays.

• medical insurance
• dental insurance
• vision insurance
• comprehensive employee assistance program
• 401(k) retirement plan
• paid time off
• holidays

Language Requirements

• English
• Spanish

Time Type

Full time

Location

USA (FL), Work-at-Home

We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

• English
• Spanish

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.Artificial Intelligence:

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.