Associate Business Solutions Architect

• Lead lower complexity business solutioning, support Business Solution Architects with medium to high complexity business solutions
• Translate internal and external client requirements into a business solution that includes detailed requirements for IT, operations, workforce, reporting, analytics, knowledge base, and training
• Translate operational processes to documented process flows/maps
• 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
• Maintain a library of resources tailored to enable quick and comprehensive CX solutions
• Work closely with Business Solution Architects and/or Operational partners to gather detailed functional requirements for technology changes
• Submit technology change intake requests, liaise with technology owners, and track and monitor progress
• Coordinate with Operations and impacted support teams to ensure plans are in place for agent training and other required tasks
• Work closely with Operations to coordinate and execute user acceptance testing for deployed technology changes
• Maintain the level of business and technical knowledge required to assist in designing effective CX and EX solutions
• Report status updates, weekly checkpoints escalating workload distribution issues or barriers
• Take on special projects that leverage your strengths and support tactical or strategic business needs

• Bachelor’s Degree from globally reputable university in information management, business, economics, marketing, or a related field, or 8+ years equivalent experience
• 6+ years’ (recent) in a BPO contact center with at least 3 of those years in Operational Leadership roles
• Proven experience in solutioning for contact center customer experiences to include direction on how available technologies and tools will be leveraged
• 4+ years’ managing medium to large scale projects, Project Management certifications a plus
• Proven experience collaborating across cross functional teams to include senior level leaders and senior level clients
• Exceptional knowledge of the contact center BPO industry
• Strong project management skills, handling multiple priorities in a fast-paced environment
• Ability to take data and apply it to business case development for recommended solutions
• Must be able to bring both business and technical perspective to engagements and “connect the dots” when delivering solutions
• Excellent oral and written communication skills, with the ability to interact effectively with all levels of management
• Ability to recognize the audience and speak credibly to business and technical topics
• Entrepreneurial spirit with experience in business solution designs

Experience in entrepreneurial organization or start-up preferred

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)