Senior Solutions Architect CX

JOB DESCRIPTION

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

Join our team as a Solution Architect in the Customer Experience (CX) area. We are seeking an experienced professional responsible for designing advanced solutions on CX cloud and on-premise platforms. This role provides multi-technology consulting services on all aspects of application software, infrastructure and related technology components.

What you'll be doing

Key Responsibilities :

Strategic Involvement :  Participate in a team responsible for developing technology strategies and presales activities, contributing to the overall business growth and client satisfaction.

Solution Design :  Design advanced Customer Experience (CX) solutions using Genesys, Cisco, AWS technologies, ensuring they meet client needs and industry standards.

Architectural Design Views :  Create multiple design views to address the concerns of various stakeholders, handling both functional and non-functional requirements, including the development of proof of concept (POC) solutions.

Proposal Development and Collaboration : Actively collaborate with Sales, Delivery, and other stakeholders to develop comprehensive and compelling proposals for CX solutions.

Automation and AI Integration : Design solutions that utilize automation and AI to improve efficiency and customer experience. Experience in the implementation of chatbots, virtual assistants, and other AI-powered CX tools.

Digital Transformation : Drive the digital transformation of client CX projects by leveraging technologies and innovative solutions.

CX Journey Mapping and Optimization : Go beyond simple requirement gathering to actively map and analyze the customer journey. Identify pain points, opportunities for improvement, and design solutions that create seamless and personalized experiences. Focus on optimizing the entire customer lifecycle, from initial contact to post-purchase support.

Omnichannel Strategy : Design omnichannel CX solutions that provide a consistent experience across all touchpoints (e.g., voice, chat, email, social media)

Training and Presentations :  Conduct detailed training sessions and presentations for clients and internal teams to ensure proper understanding of implemented solutions.

Integration Design :  Design integrations with third-party systems to enhance the functionality and interoperability of CX solutions.

Knowledge and Attributes :

Technical Expertise :  Extensive experience with Genesys, or other CX Platforms such as Cisco Webex CC and AWS Connect.

Experience with Recording and speach analytics systems will be an additional advantage.

Certifications :  CCaaS certifications are preferred. Additional certifications in the Cloud area are highly valued.

Industry Knowledge :  In-depth knowledge of the latest trends and technologies in the CX domain, ensuring the ability to implement cutting-edge solutions.

Team Collaboration :  Strong ability to work effectively within a team, coupled with excellent communication skills to facilitate smooth interactions with clients and colleagues.

Language Proficiency :  Advanced proficiency in English, both written and spoken, to ensure clear and effective communication.

Integration Experience :  Proven experience in designing integrations with third-party systems, enhancing the overall functionality and user experience of CX solutions.

Bachelor's degree or equivalent in computer science, engineering or business or a related field.

Working knowledge of Enterprise Architecture methodologies (for example, TOGAF, Zachman, SOA, ITIL, COBIT, etc.).

Workplace type : Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.