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Solutions Architect – Customer Experience

Solutions Architect – Customer Experience

ConectysBucharest, Romania
În urmă cu 19 zile
Descrierea postului

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