Associate Business Solutions Architect

US, Canada, Remote

At Percepta, we bring first-class service across each market we support. As an Associate Business Solutions Architect, 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.

The Associate Business Solution Architect will lead and/or provide support to Business Solution Architects who work closely with Percepta and Client business leaders, product owners, and internal business solutions SME teams to create customer / agent experience solutions that best leverage Percepta and our clients' operating models and available technology toolsets. The solutions designed are a key driver for Percepta's ability to deliver on our clients' business goals.

The Associate Business Solution Architect will also manage Percepta's intakes for client owned technologies by translating business requests into detailed functional requirements that are aligned with solution designs, established technical frameworks and governance models.

During a Typical Day, You'll

Business Solutions

•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. Solutions will include clear direction on implementation approach to enable PMO to successfully launch the initiative and adhere to internal processes and governance.

•Translate operational processes to documented process flows/maps, ensuring they accurately represent the comprehensive day to day work, decisions, outputs of operational roles.

•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 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.

Client Technology Requests

•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 to provide clarity on functional requirements, and track and monitor progress of all submitted intakes.

•Coordinate with Operations and impacted support teams to ensure plans are in place for agent training and other required tasks to ensure a seamless deployment.

•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 that align to business goals and within established strategic and technical frameworks.

•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

•Bachelor's Degree from globally reputable university in information management, business, economics, marketing, or a related field, or 8 yeas 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.

•Experience in entrepreneurial organization or start-up preferred.

What You Can Expect

•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)

A Bit More About Your Role

•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.

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, breathe, 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 of 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.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.