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Solutions Architect – Customer Experience

ConectysBucharest, Romania

18 days ago

Job description

Within your role, you will :

RFP & Solution Design :

Lead the operational solution design for new RFPs and proposals, ensuring alignment with business objectives and client needs.
Develop end-to-end CX solutions, integrating omnichannel support, AI / automation, and workforce strategies.
Work closely with sales and presales teams to present compelling value propositions.

Customer Journey Design & Optimization :

Map, analyze, and optimize customer journeys to enhance efficiency, customer satisfaction, and operational effectiveness.

Identify gaps and recommend process improvements leveraging best practices and emerging technologies.

Collaborate with stakeholders to implement seamless customer experiences across digital and human touchpoints.

Process Improvement & Transformation :

Continuously review existing workflows, identify inefficiencies, and drive process improvements.

Recommend automation, AI, and analytics-driven strategies to enhance operational performance.

Monitor industry trends and emerging technologies to future-proof CX solutions.

What will make you successful for the role :

5+ years of experience in BPO, CX solution design, process improvement, or related fields.

Strong understanding of omnichannel customer service, automation (chatbots, AI, RPA), and contact center technologies.

Experience in designing and presenting solutions for RFPs and client proposals.

Proven track record of process optimization and customer journey transformation.

Ability to work cross-functionally and communicate effectively with stakeholders at all levels.

Data-driven mindset with a strong analytical approach to problem-solving.

Familiarity with tools like CRM systems (Salesforce, Zendesk), CX analytics, and automation platforms is a plus.

Sounds good? Find out what you can get :

Competitive salary package & meal vouchers

The opportunity to work in a multi-cultural environment

Private medical insurance

Learning programs for your development

Wellness activities for your wellbeing

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Solution Architect • Bucharest, Romania

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