Senior Solution Architect-Customer Experience - CX Solutioning

Concentrix CVG Customer Management Group Inc.; Town of Florida (NY); Hybride; USD 110 000 - 160 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

Comprehensive employee assistance 프로그램

401(k) retirement plan

Paid time off and holidays

Résumé du poste

Concentrix CVG Corporation seeks a Senior Solution Architect-Customer Experience to design automation solutions that transform client CX, improve operations, and drive measurable value. You will lead discovery sessions, craft business cases, and collaborate with Sales, Professional Services, Finance, Legal, and clients across multiple sites.

The role requires 8+ years in consulting/CX, experience with bots and self-service channels, strong communication, and advanced MS Office skills.

Qualifications

• Bachelor’s degree or 8+ years of related experience in consulting, UX, CX.
• Experience with bots and self-service channels (Voice/IVR, Messaging/Chat).
• Knowledge of user experience design and CX best practices.
• Excellent written and verbal communication for internal/external stakeholders.
• Advanced Microsoft Office skills (Excel, PowerPoint, Word, Visio).
• Organize and prioritize in a fast-paced environment.
• Ownership mindset and continuous improvement.
• Strong customer service mindset and consultative approach.
• Understanding of business operations and industry dynamics.

Responsabilités

• Determine the most appropriate automation solution with Sales through discovery and RFP/RFI reviews.
• Collaborate with Professional Services to design robust, scalable solutions.
• Develop the solution approach with timelines, ROI models, and documentation.
• Identify and resolve issues affecting quality, timelines, or expectations.
• Evaluate pricing strategies with Sales and Finance and support approvals.
• Identify risks and mitigation options with the Solutions Director.
• Contribute to scope of work, proposals, and contract materials.
• Facilitate meetings on pricing, staffing, timelines, and contracts.
• Attend client site visits with Sales and team as needed.
• Research clients, verticals to differentiate Concentrix solutions.
• Support processes and protections (NDA, Deal Review, Legal, Security).
• Contribute to process improvements in opportunity management.

Connaissances

Consulting

User experience

Voice/IVR

Customer experience

Stakeholder management

Excel

Project management

Business acumen

Formation

Bachelor's degree or 8+ years experience

Outils

MS Office

CRM tools

Visio

Description du poste

Senior Solution Architect-Customer Experience - CX Solutioning

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. 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. 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.

Responsibilities

• 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.
• Collaborate with Professional Services leaders and team members to design robust, scalable, and client-ready solutions.
• 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.
• Partner with Sales and Finance teams to evaluate pricing strategies, determine recommended approaches, and support approval processes.
• 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.
• Conduct research on current and prospective clients, verticals, and industries to provide subject matter expertise and identify opportunities to differentiate the Concentrix solution.
• 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.

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.
• Excellent written and verbal communication skills, with the ability to present information effectively to internal and external stakeholders.
• 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.
• Demonstrated ability to take initiative, show ownership, and focus on continuous improvement.
• Strong customer service mindset, professional presence, and consultative approach.
• Solid understanding of business operations and industry dynamics, with demonstrated business acumen.
• Demonstrated ability to comprehend, analyze, and interpret information to support solution development and decision-making.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Comprehensive employee assistance program
• 401(k) retirement plan
• Paid time off and holidays

The base salary range for this position is $110,000 - $160,000 a year, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies.

Location: USA, FL, Work-at-Home Language Requirements: English Time Type: Full time Physical and Mental Requirements: The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Employment Opportunity: Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. 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 Accommodation: 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 [e-mail]. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

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.

Work Authorization: In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence. For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE

Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

The deadline to apply for this position is 10/26/2026. As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. 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.

Location: USA, FL, Work-at-Home

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