Business Solution Architect - Contact Center

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Are you passionate about applying your multi-channel, Contact Center expertise in a collaborative Sales Enablement role with an industry leader?

About the team

The Conduent Sales Enablement team helps Commercial clients transform their Customer Experience to better serve their constituents. We offer comprehensive solutions for across industry domains that millions of people count on.

About the role

The Solution Architect – Contact Center (Architect) is a key Sales Enablement role where creativity and practicality intersect to develop comprehensive content offering the operational excellence and effectiveness of Conduent’s Call Center and CXM services.

The Architect is a primary contributor of design and proposal content that collaborates amongst various teams, including Sales, Pursuit, Product management, IT and Operations. The individual is the solution integration expert that will coordinate, supervise, and oversee activities by engaging internal associates to promote a comprehensive solution in response to bid and proposal requirements. Efforts span the entire proposal lifecycle including, initial sales calls and best and final presentations.

Develops RFP (Request for Proposal) and RFI (Request for Information) solutions for proposal teams; analyzes existing RFP responses to determine compliance with proposal requirements. Participates in and provides input during proposal development, e.g., theme and strategy development. Oversees revisions to an applicable solution to ensure client needs are addressed and communicated in a timely manner consistent with the business development process.

Responsibilities

• Understands Contact Center processes, technologies, and integration requirements, including Omni-Channel, digital services, and transformational solutions.
• Supports sales enablement and marketing teams, advises leadership in strategic and tactical Contact Center related subject matter.
• Provides sales/marketing support by collaborating with account managers and sales teams to position Contact Center solutions and value-propositions.
• Interprets current business needs and capabilities and translates them into marketplace opportunities.
• Provides clarity and guidance on market trends, competition, regulations, and other external areas that could impact Conduent pharmacy solutions and operations
• Identifies how technical solutions can address the key needs of a client/prospective client.
• Facilitates solutioning for gaps in the bid solutions.
• Accurately translate technical knowledge and requirements into clear and concise communications (verbal and written).
• Interface with Marketing to ensure collateral and product names meet Conduent Brand standards; create/revise solution relevant documentation as necessary.
• Understands company Contact Center market strategy and position in the market
• Stay abreast of competitor services and products and applies understanding to new business opportunities.
• Understands PBM current and emerging technologies, and the practical/potential application of these technologies to current and future operating models

Requirements

• Prior experience working in Architect type role involving Call/Contact Center solutions
• Applies subject matter expertise of Contact Center solutions
• Knowledgeable of Contact Center solutions to maintain oversight of narratives in proposals
• Able to influence a team of diverse stakeholders, including Sales leadership, Sales team, Marketing, Technical Solution Developers, Finance, Legal, and Operations).
• Prior experience in a client-facing role and ability to nurture relationships with current and prospective clients and ability to identify and solution for clients’ needs
• Proven ability to accurately translate technical knowledge and requirements into clear and concise communications (verbal and written)
• Possess effective time management and organizational skills
• Supports Orals presentation process including solution validation, collateral and talking point development
• Strong problem-solving skills with an ability to analyze and interpret contractual, financial, technical, and operational data
• Possess excellent communication and writing skills
• Be proficient in editing proposal and presentation content
• Experience in customer-facing solution sales, product/service design, and/or systems
• Able to travel 30-50%
• Education: Bachelor’s or equivalent professional experience

Flexible Working

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we offer the following:

• Working remotely from home
• Working flexible hours – flex your workday times to fit in what you need to get done while meeting expectations
• Flexible vacation time – coordinate accordingly with your team and go!

Working with us

Join a rapidly growing organization that can support your career goals.

Working for you

What you get:

• Career Growth Opportunities
• Full Benefit Options
• Great Work Environment

About Us

Through our dedicated associates, Conduent delivers mission-critical services and solutions for Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Join Us

Are you seeking an opportunity to make a real impact in a company that appreciates ideas and new ways of thinking? Come join us and grow with a team of people who will challenge and inspire you to be the best!

*For Colorado considerations only the estimated salary range is $92,000. to $120,000.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent’s ADAAA Accommodation Policy.

The Colorado Equal Pay for Equal Work Act requires employers to disclose the following information. If the successful applicant will be required to perform work from a physical site outside Colorado, the following information may not apply. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time.

At Conduent, we value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.