CX Solutions Architect

7 days ago

Austin, Texas, United States PTP Full time
About the Role

PTP is a fast-growing system integrator that offers strategic customer experience (CX) solutions to our clients. We are seeking a highly skilled CX Business Architect to help us design, test, and deliver CX solutions that provide our clients with a beautiful customer journey that achieves results.

Key Responsibilities

  • Provide thought leadership to develop innovative business solutions for our clients that drive customer satisfaction and loyalty.
  • Identify and pursue longer-term initiatives that help maintain and grow accounts by delivering exceptional customer experiences.
  • Prioritize features for major initiatives when planning releases to ensure efficient delivery and meet client expectations.
  • Refine features in the backlog to clearly define requirements, benefits, and priorities, ensuring that client needs are met.
  • Optimize delivery processes and methodologies to enhance efficiency and results, driving business value for our clients.
  • Lead business requirements sessions with client staff to ensure seamless communication and mutual understanding.
  • Contribute as a member of delivery teams for business case development, design, and testing, driving CX solutions that meet client needs.
  • Assist in mapping requirements to designs, maintaining traceability through the process to ensure quality delivery.
  • Support the management of client expectations through day-to-day interactions with clients, ensuring timely and effective communication.
  • Guide client understanding of proposed solutions and the business value they will bring, ensuring alignment and buy-in.
  • Own and drive the completion of project deliverables, ensuring timely and high-quality delivery.
  • Develop, maintain, and grow client relationships, fostering long-term partnerships and driving business growth.

Requirements

  • 10+ years of business consulting experience on contact center, self-service, and CX projects.
  • 5+ years of experience on large-scale IVR projects.
  • Ability to develop business strategies based on analytical skills and business knowledge.
  • Experience working in large, complex client environments.
  • Excellent written and oral communication skills.
  • Excellent presentation skills.

Salary is DOE and is extremely competitive. We are a growing company with a solid customer base, excellent compensation and benefits, and a collaborative yet flexible work environment.

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