Senior Solution Consultant

Twoja rola

mission / role purpose 

A billable professional who works with clients to develop quality communications solutions in order to solve / address a client’s business requirements. The process starts with the collection and analysis of all pertinent data essential to understanding a client’s requirements; the assessment. The role is that of client advocate and takes responsibility for solution development and design inclusive of the underlying technical architecture, delivery planning and representation of that solution as required. Client facing activities such as presentations and negotiation in conjunction with the account manager is expected.

Responsibilities

Mission/ Role purpose:

The Senior CX Consultant has the responsibility of shaping the end to end customer journey, understanding the business and technical challenges and create the technical strategy and architecture. He/she is supporting the sales and pre-sales teams to define relevant solutions aligned with customer business and technical requirements. He/she has an end-to-end expert understanding of Customer eXperience tools and eco-System and can consult customers on picking up the right tools and architecture for their business requirements. The CX consultant has good understanding of business and technical domains and can be the bridge between them.

The Senior Consultant builds a trusted relationship with the relevant customer peers in his domain. He/she is taking responsibility of collecting customer business and technical requirements, translating them into an architecture and a technical strategy, evaluating the required consulting effort and delivering as required.

Responsibilities:

• Engage with key CX stakeholders of the customer and consult/guide them to next generation CX journey.
• Identify the use cases and the integration strategies of Bots, AI tools, Sentiment or Voice Analytics as well as the CRMs.
• Become client trusted advisor and contribute to customer Digital Transformation.
• Develop CX roadmap and technical mappings for the next gen Customer eXperience.
• Recognize and assess client key business drivers and challenges.
• Articulate service strategy (refine, refresh, change, optimize, …) in the relevant digital domain.
• Engage and partner with customers to jointly develop the architecture matching requirements and constraints.
• Produce customized architecture standards.
• Produce complex design documents.
• Contributes to the effort of knowledge management (documentation of completed assignments, knowledge sharing through presentations, participation to consulting Communities of Interest, mentoring, …).

Any other duties as required by Manager