Solutions Architect Customer Engagement Center

Job Description

Role Overview:As a CEC Solution Architect at Capgemini, you will be a subject matter expert in Customer Experience with extensive experience in transformative and digital global customer operations. Your role will involve combining deep business services expertise with the ability to align customer service strategies to business objectives. You will play a key role in owning and shaping service strategy for Customer Engagement Centre during client opportunities, delivering innovative Customer Experience solutions to clients, and supporting service innovation initiatives.Key Responsibilities:- Conduct As-Is analysis and provide To-Be recommendations based on client requirements, service levels, and technology evaluations- Lead client discussions, due diligence sessions, presentations, and solution workshops to differentiate ICO offerings- Understand pricing models and assist in financial analysis for engagements- Review and validate FTE estimates and guide Workforce Management teams for accurate sizing- Organise and review technical scope documentation for completeness and consistency- Provide inputs for contracting and deal negotiations (SLA, assumptions, dependencies)- Collaborate with vendors, alliances, and internal experts to leverage partner technologies- Offer domain consultation for GTM activities, proposals, and client visits as SME- Participate in POCs and validate complex technical solutions when required- Perform competitive analysis of products and offerings to refine service propositionsQualifications Required:- High-caliber professionals with strong cross-sector experience who can operate at Manager/Sr. Manager level in a BPO/Outsourcing solution build environment (non-IT)- Expertise in Customer Experience and Contact Centre outsourcing solutions for global clients- Cross-sector experience in Manufacturing, CPRD, Utilities, Financial Services, Healthcare- Experience in designing and delivering digital Customer Experience operating models, including Shared Services/Outsourcing- Experience in Customer Experience/Contact Centre transformation projects for global BPO clients- Proficiency in commercial modeling and sizing, including Contact Centre labor solutioning- Awareness of latest technology trends in Customer ExperienceAdditional Company Details:Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. With a heritage of nearly 60 years, Capgemini is a diverse group of 420,000 team members in more than 50 countries. Capgemini offers end-to-end services and solutions with deep industry expertise and a strong partner ecosystem, leveraging capabilities across strategy, technology, design, engineering, and business operations. The Group reported 2024 global revenues of 22.1 billion. Join Capgemini to work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges. Role Overview:As a CEC Solution Architect at Capgemini, you will be a subject matter expert in Customer Experience with extensive experience in transformative and digital global customer operations. Your role will involve combining deep business services expertise with the ability to align customer service strategies to business objectives. You will play a key role in owning and shaping service strategy for Customer Engagement Centre during client opportunities, delivering innovative Customer Experience solutions to clients, and supporting service innovation initiatives.Key Responsibilities:- Conduct As-Is analysis and provide To-Be recommendations based on client requirements, service levels, and technology evaluations- Lead client discussions, due diligence sessions, presentations, and solution workshops to differentiate ICO offerings- Understand pricing models and assist in financial analysis for engagements- Review and validate FTE estimates and guide Workforce Management teams for accurate sizing- Organise and review technical scope documentation for completeness and consistency- Provide inputs for contracting and deal negotiations (SLA, assumptions, dependencies)- Collaborate with vendors, alliances, and internal experts to leverage partner technologies- Offer domain consultation for GTM activities, proposals, and client visits as SME- Participate in POCs and validate complex technical solutions when required- Perform competitive analysis of products and offerings to refine service propositionsQualifications Required:- High-caliber professionals with strong cross-sector experience who can operate at Manager/Sr. Manager level in a BPO/Outsourcing solution build environment (non-IT)- Expertise in Customer Experience and Contact Centre outsourcing solutions for global clients- Cross-sector experience in Manufacturing, CPRD, Utilities, Financial Services, Healthcare- Experience in designing and delivering digital Customer Experience operating

Keyskills :
Customer ExperienceService StrategyCustomer ServiceBusiness ServicesCustomer OperationsClient RequirementsFinancial AnalysisWorkforce ManagementContractingCompetitive AnalysisTechnology TrendsCustomer Engagement CentreCustomer Experience Solut