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Solutions Architect

eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To learn more about eGain, follow us on LinkedIn and Twitter, or browse our website.


POSITION: SOLUTIONS ARCHITECT

Location: Washington, DC

Experience: 8 to 10 years

Job description

The Solutions Architect (SA) plays a critical client-facing role to map client requirements into a solution that can be realized with eGain products. As a member of our Professional Services group, the Solutions Architect works with clients to clearly understand their business use-cases as well as their technical operating environment. The Solutions Architect will then develop the solution for the client, leveraging eGain product best practices and deployment architecture.

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

  • Participate as a member of the eGain solutions implementation team in discovery sessions to understand the client’s business objectives and system needs
  • Work with architects and implementation consultants to design the solution that best meets the client’s requirements
  • Lead the hands-on building of the solution, leveraging eGain core configuration capabilities
  • Provide thought-leadership expertise in customer care processes, organization design, information technology strategy and implementation, performance metrics and change management techniques
  • Lead-testing to ensure the solution performs as designed
  • Help clients to conceptualize and design new or better customer strategies that drive revenue expansion and/or cost reduction efforts
  • Demonstrate knowledge of Marketing/Sales/Service industries, market and process best practices, and analytical techniques in creating new insights to drive recommendations
  • Lead client training sessions
  • Support clients through go-live process and play a key role in promoting solution adoption
  • Work with Project Leader to understand assigned project responsibilities and keep projects on schedule
  • Communicate progress and expectations, escalate problems to the project leader for awareness and/or resolution
  • Participate in weekly status meetings with the project leader and consulting directors

Preferred skills

  • Some software development background or experience of working for a software company
  • Customer Service / Contact Centers / Call Centers Contact Center optimization
  • Customer Experience design/enablement
  • Self-service strategy
  • Customer Care strategy
  • Can serve as a Subject Matter Expert to project teams in one or more of the following areas:
    • Process, people management, and technology
    • Customer loyalty (insight, segmentation, treatments, marketing ROI, campaign management, sales, touch points, analytics)
    • Customer self-service applications and architecture (IVR, web, chat, email, collaboration technology)
    • Customer call management (call reason analysis, skills-based routing, IVR to agent handoff, agent to agent handoff, First Call Resolution techniques, and metrics generation)
    • Customer interaction process management (call flow analysis and design, interaction types, scenario-based customer care modeling, universal agent processes)
    • Contact center operations (planning, scheduling, intra-day operations, vendor operations, quality management, customer SAT surveys, performance & SLA reporting)
    • Agent and team lead performance management (desktop tools, interaction processes, reporting and dashboards, learning and knowledge management, innovation and incubation)
    • Contact center competitive analysis and benchmarking
    • Customer contact data management (integrating feeds from IVR, ACD, vendor ACD, CRM applications, deploying quality assurance applications, survey applications, root cause analysis and performance reporting (metrics and benchmarking, trends analysis, ad hoc reporting))
    • Governance (PMO, vendor management, contracts, SLAs, financial analytics, change management and control), channel strategy, and contact center alignment

Core skills

  • Excellent business process and/or project experience using tools such as Visio, MS Project, and any relational database system
  • Analytical nature with the ability to solve complex business issues
  • Technical aptitude to train and gain proficiency with customer-facing solutions
  • Excellent business process and best practices experience or aptitude
  • Outstanding verbal, written, and presentation skills with the ability to build effective customer relationships

Requirements

  • Must be able to travel nationally, up to 50% of the time, to provide onsite consulting work to clients and have the ability to work remotely from their home office
  • Must be able to manage multiple projects utilizing strong planning and organizational skills
  • Experience with general consulting skills that include team facilitation, business case development, strong business analysis skills, process mapping, and business process redesigning
  • Systems implementation skills—requirements and process analysis, conceptual and detailed design, configuration, testing, training, change management, and support

Minimum requirements

  • Bachelor’s degree
  • Ability to learn and master new technologies
  • Technical and math aptitude
  • Enterprise-level business project experience with strong process analysis, design, and documentation skills
  • Strong interpersonal skills with superior written and verbal communication skills
  • Extremely detail-oriented and customer-focused

To apply

Send your resume and cover letter in MS Word to vsingh@egain.com and hiring@egain.com, and include the position in the subject line of the email.