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Solutions Architect

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Hundreds of global brands trust eGain to automate customer engagement and empower employees in a digital-first world. Powered by knowledge and AI, our solution is top-rated by Gartner and Forrester.

We dream big and sweat details. We are diverse, optimistic, and tenacious. We take pride in what we do but we don’t take ourselves too seriously. If for you work is fun, talk to us. We will not waste your time.


POSITION: SOLUTIONS ARCHITECT

Location: Newbury, UK

Experience: 5 to 8 years

Job Summary

The Solutions Architect plays a critical client-facing role to map client requirements into a solution that can be realised with eGain products. As a member of our Professional Services group, the Solutions Architect works with clients and prospects 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 centres, have an extremely high level of customer focus, passion for process improvement, demonstrate ability to influence, educate, and drive results in a fast paced, changing environment.

Duties/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 standardised 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 eGain teams during implementation
  • Learn the eGain product capabilities and operating environments
  • Guide customers to quick value leveraging best practices developed by eGain
  • Capture and communicate customer requirements and product feedback to Product Management
  • Surface and document the value derived from eGain implementations leveraging eGain Analytics
  • Ability to travel extensively within the UK and Europe

Education and Experience

  • Bachelor’s degree required (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 centre applications
  • Strong industry knowledge about the contact centre landscape
  • Experience and knowledge of business and technical solutions that include layered architectures, databases, reporting tools, middleware, monitoring, and high availability systems
  • Experience with enterprise software integration technologies including but not limited to serverless architectures, REST Web Services, Single Sign-On (SAML)
  • Experience with agile scrum methodology
  • Experience or awareness of cloud technologies

Our Hiring Process is “Easy with eGain”

Step 1: Written test (should take roughly 120 minutes of your time)

  • Aptitude section
  • Functional section

We will let you know within 2 business days of your taking the test if you have progressed to the interview stage. The interview will be scheduled no later than 7 calendar days after the test.

Step 2: Panel interview (max 60 minutes)

Step 3: Selection: You will receive a written offer, if selected, within 3 days of the interview.

Next Step

Email your resumé to achille@egain.com with the position title “Solutions Architect” in the email subject.