Solutions Architect
In this role, you will be responsible for the technical leadership, architecture, design, and demonstrations of the Contact Center solutions. The position is recognized as integral to both revenue generating and operationally efficient functions of the company.
The primary objective of this position is to successfully design a total business communication solution within a prospective new customer’s organization that integrates effectively with the organization’s business processes and influences positively the manner in which the organization communicates both internally and externally.
This will be achieved by understanding the prospect’s business, understanding the flow of strategic communications into, within and out from the prospect’s organization and architecting application driven solutions using Company products, tools and services that solve problems and/or enhance their business.
Core Product Responsibilities:
- Interactive Intelligence Inc.’s ININ) Customer Interaction Center (CIC) and related applications (Recorder, Optimizer, Dialer, Interaction Feedback, eFAQ)
- ININ Messaging Interaction Center (MIC)
- ININ Interaction Process Automation (IPA)
- Other Company products
Key Duties and Responsibilities::
- Provides consulting services as required including business requirements collection and development of written strategic communication assessment including recommendations and scope of work development
- Establish and maintain key relationships with business owners to establish plans for short term and long range plans
- Establish and maintain key relationships with strategic suppliers such as ININ and telecom carriers
- Works closely with Account Executive and prospect to understand the prospect’s organizational objectives
- Architects total business solution including prospect needs analysis, identification, definition and design of business solution(s) and application(s) in the form of a detailed RFP Responses and Proposals
- Summarizes and assesses current situation including the functional and technical details of the proposed solution and relates this to the business impact the solution will have on the Prospect/Customer
- Prepares, designs and documents system design functional specifications and call flows for custom applications. Requires consideration of Company’s technical and product capabilities in relationship to customer’s communication solution goals and technology environment
- Participates with, or in place of, the Account Executive in initial presentations to prospects of product offerings, Company’s value proposition, and solution demonstrations
- Creates and delivers Solution proposals and pricing quotations with, or in place of, Account Executive via sales presentations to key decision makers within prospect’s organization
- Participates in internal kick-off meetings to transition documentation and knowledge about the Customer’s business and business objectives to Project Implementation Team for strategic implementation of the solution
- Performs other work-related duties as assigned
Education and Professional Qualifications:
- Minimum of eight (8) years successful software, technology oriented or service-based solutions sales engineering experience in the telecommunications, applications software or data communications industry.
- Bachelor’s degree in Business Administration, Communications, Computer Engineering, Information Technology or related field, or equivalent combination of education and experience.
Knowledge and Experience Required:
- Design experience in application software/systems (e.g., IVR, workflow, document processing, CRM, etc.)
- Software proficiency in and Visio
- Previous experience in customer service, either with an internal or external customer
- Complete understanding and ability to navigate between applications residing on a MS Windows computer
- Complete understanding and ability to navigate in Windows Explorer (folders, directories, sub-directories, and file naming conventions)
- Software proficiency in MS Office Professional (Excel, Word, Power Point, Access)
- Complete understanding and ability to navigate in MS Outlook (email)
- Remote access software competency in VPN
- Complete understanding and competency with the Internet
- Database and programming skills / knowledge
- Experience with a disciplined development methodology
- Experience with designing and architecting voice and data networks
Other Performance Requirements:
Skill in exercising a high degree of initiative, judgment, discretion, and decision-making. Skill in project management, planning, organizing and setting priorities of multiple tasks. Must be logical and methodical in their approach to problem solving and have the ability to ask probing questions, grasp ideas, concepts and technical information and use this knowledge to prevent or resolve problems. Requires inquisitive nature, high levels of energy and commitment to team environment and customer service. Must have the ability to understand technical solutions and establish strong customer relationships. Must have strong analytical and proactive probing skills and be self-motivated, resourceful, a risk-taker, assertive, results-orientated, detail-oriented and well organized. Must possess both a strong technical aptitude and an ability to understand new technologies quickly. Must be able to travel and work independently.
Benefits:
We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive salary and an excellent benefits package with future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.
To Apply:
Email resume to HR@altivon.com with the position title as subject line.
EOE
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