Solution Architect-Contact Center Operations Cognizant
Teaneck, NJ

Job Description

Cognizant's Digital Operations business unit is one of Cognizant's highest growth businesses. To accelerate this growth even further, Digital Operations is expanding into industries, service lines and markets globally.

We are seeking Solution Architect - Contact Center Operations who will be responsible for pre-sales, business development and solution development for our Next Gen Sales and Service Offering. The leader should have pre-sales/solution development experience in contact center leveraging CX transformation with technology solution and analytics while driving customer outcomes.

Responsibilities

Broad responsibilities include: designing overall solution for contact center outsourcing and transformation proposals, responding to RFI/RFPs, Client presentations, due diligence etc. collaborating with various groups to gather inputs and preparing for RFP and RFI responses.

The ideal candidate will have demonstrated success in the following areas:

* Designing solutions.
* Innovation
* Customer centric mindset: having the mindset and experience to understand exactly what customers need and want
* Leading and working with cross-functional teams in support of business priorities.
* Leading and driving change and innovation against the headwinds of existing culture, processes, and incentives and across multiple departments.
* Solving problems quickly, thinking strategically, and driving data-driven decision making.
* Generating and communicating strategic analysis and business insights.
* Third-party relationships and innovative partnerships - being customer obsessed can sometimes mean partnering with another company to deliver a stronger value proposition than Cognizant could achieve alone.

Preferred Qualifications

* A B.S. or master's degree in related field; 15+ years' work experience.
* Demonstrated experience of customer contact transformation across people processes and technology
* Demonstrated experience leading or developing high quality, enterprise scale software products using a structured system development lifecycle
* Prior experience in a technical role within a sales organization
* Superior presentation skills.
* The ability to interact successfully across all levels within the organization, including the CIO/CDO/COO.
* Proven success as an individual contributor, as well as a track record of strong positive teamwork, proactive collaboration, and effective problem resolution.
* Someone who is inspirational and visionary and can bring along others with positivity and energy.
* Excellent communication, flexibility, and time management skills.