Business Solution Architect

Business Solutions Architect

At Percepta, we bring first-class service across each market we support. As a Business Solutions Architect working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You’ll Be Doing

The Business Solutioning Team is responsible for managing the intake, scoping, and business solution design for new business, new programs, and / or significant updates to existing programs that drive desired results in the most effective and efficient manner. Members of the Business Solutioning Team exhibit a deep knowledge of how BPO contact centers operate in general, and of Percepta and our clients’ in particular, across processes, services, products, and the technical capabilities to bring them together in CX and EX solution designs that meet the diverse needs of our business partners.

As a Business Solution Architect, you will work closely with Percepta and Client business leaders, product owners, internal business solutions and SME teams to create customer / agent experience solutions that best leverage Percepta and our clients’ operating models and available technology toolsets. The solutions you design are a key driver for Percepta’s’ ability to deliver on our clients’ business goals.

During a Typical Day, You’ll

• Understand and translate internal and external client requirements into a business solution that includes detailed requirements for IT, operations, workforce, reporting, analytics, knowledge base, and training. Solutions will include clear direction on implementation approach to enable PMO to successfully launch the initiative and adhere to internal processes and governance.
• Coordinate and lead the cross-functional business solutions SME team identified for assigned solution development requests, ensuring solutions align to the defined business outcomes.
• Represent scopes of assigned projects in weekly executive project intake reviews, enabling appropriate decisioning for ongoing project support without additional cycle time for gathering additional information.
• Articulate details and specifications of the proposed solution, backed up with proof points, facts and figures.
• Interface with the delivery and operational organizations to ensure effective solution design and to collaborate on clear solution assumptions.
• Determine appropriate solution inputs that both meet the client and Percepta requirements and minimizes risk for both clients and Percepta.
• Maintain the level of business and technical knowledge required to design effective CX and EX business solutions that align to business goals and within established strategic and technical frameworks.
• Foster a culture of continuous learning within your team, promoting their acumen of the Percepta and client business, technical expertise, and industry knowledge.
• Manage the workflow of assigned team members.
• Assist the Head of Business Solution in establishing standardized and repeatable solutioning practices that enable on time delivery of documented and approved solutions that include the required information to transition to the deployment and operational teams.
• Assist the Head of Business Solution in developing and maintaining a library of resources tailored to enable quick and comprehensive CX solutions that minimizes the need to reach out to clients and / or Percepta functional teams for solution inputs.
• Report status updates, weekly checkpoints escalating workload distribution issues or barriers to ensure deadlines are managed effectively.
• Take on special projects that leverage your strengths and support tactical or strategic business needs.

What You Bring to the Role

What You Can Expect

A Bit More About Your Role

This is a remote working role and Percepta supplies the office equipment needed for this role.

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect :

Culture of Service - to be treated like you are the customer from day one

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect – a team that is accountable, dependable and gives you their full attention

Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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