Solution Consultant

As a Solution Consultant in the Global Delivery and Services function, you will play a pivotal role in transforming our clients' business operations by designing and implementing cutting-edge AI driven solutions. Your expertise will be crucial in architecting innovative systems that enhance customer experience through increased Self-Serve adoption, optimized Contact Center operations, improved Average Handling Time (AHT), and higher First Call Resolution (FCR) rates.

You will work closely with both internal teams and external clients, serving as a trusted advisor who provides both functional and technical expertise. Your responsibilities will include developing and implementing conversational automation tools, real-time agent assistance solutions, and AI driven conversational analytics that address complex business and IT challenges. Your goal is to drive significant business value for our customers, empowering them to achieve greater efficiency, customer satisfaction, and overall success.

RESPONSIBILITY

• Recommend and Implement Improvements: Proactively suggest and drive process enhancements and innovative solutions that add value to the business and meet customer needs.
• Lead Customer Meetings: Facilitate meetings with customers to thoroughly understand their business requirements, ensuring better solution design.
• Design and Define Solutions: Create and define solutions that align with business strategy and processes, using tools like Lucid Chart, and ensure they adhere to the customer’s Statement of Work.
• Document and Demonstrate Solutions: Prepare detailed solution design documents that highlight value benefits and conduct application demonstrations for customers and internal stakeholders.
• Design Reporting Metrics: Develop and document the necessary reporting data and metrics to demonstrate the value and KPIs established during the solution design phase.
• Create Conversation Flows (Preferred Skill): Design and create conversation flows and interactions that meet user needs and achieve business goals.
• Collaborate Across Teams: Work with various functional areas, business partners, leaders, and cross-functional teams to understand how technology can support or automate business strategies and processes.
• Manage Project Implementation: Oversee the implementation of customer projects, managing resources and dependencies to ensure objectives are met on time and within budget.
• Collaborate on Product Roadmaps: Work with product teams to understand product roadmaps and how Client’s functionality can best support business goals and objectives.
• Identify and Address Gaps: Proactively identify process and configuration gaps, and recommend, drive, and implement improvements to enhance end-user adoption of new and existing technologies.
• Commit to Continuous Learning: Stay updated on the evolving product and platform ecosystem to ensure continued relevance and effectiveness.
• Mentor New Team Members: Provide technical guidance, coaching, and mentorship to new members of the Solution Consulting team.

DESIRED EXPERIENCE

• Education: Bachelor’s degree in computer science, Information Technology, or equivalent experience.
• Experience: Minimum of 5-6 years in solution consulting and business analysis.
• Conversational Design: Experience in conversational design is preferred.
• Integration Knowledge: Strong understanding of integration processes and the downstream, cross-functional impacts.
• Project Management: Proven project management skills, especially for medium to large projects, with the ability to manage multiple assignments simultaneously while maintaining deadlines and quality standards.
• Communication Skills: Excellent verbal and written communication skills are essential.
• Customer Service Orientation: Strong customer service skills with the ability to work effectively in a team environment, serve as a change agent, and operate independently when needed.
• Interpersonal Skills: Comfortable interacting with a diverse range of employees, from entry level staff to senior executives.
• Process Improvement: Demonstrated track record of successfully proposing, documenting, and implementing system and process improvements in a global environment.