Customer Solutions Design Specialist
25A DLF City Phase-III,, Gurugram, India
Accountabilities:
- Provides technical concurrence and sign off for high profile and/or critical network changes on major BT core platforms and/or customer bids; accountable for managing technical risk for major platforms.
- Provides consultancy on network designs for multiple platforms and/or solutions and/or customers
- Develops design patterns across multiple domains.
- Responsible for establishing design best practice within a unit.
- Responsible for estimating the time and type of resource needed to support deliverables for complex, high impact and high value projects.
- Drives Right First Time solutions and leads lessons learned
- Proposes technical strategy to customer solutions factoring in high impact and high risk as appropriate.
- Drives efficiency and scalability through the re-use of network designs and accountable for the design whilst it is deployed across the overall customer solution.
- Potentially leads a large matrix team (virtual) and is accountable for complex network development using innovative approaches to design (including cross-portfolio solutions). Leverages technical resource/s as required to deliver the solution.
- Decides on design scope and design to leading edge high impact and high customer solutions
- Decides on the time and type of resource needed to support deliverables for complex, high impact and high value projects.
- Provide design authority for complex solutions and/or platform designs.
- Decides on network models for design testing.
- Decides on approach to resolving customer affected issues to leading edge high impact and high risk customer solutions, as appropriate.
- Resolves in-life issues to high risk and high impact customer solutions, as appropriate
- Decides how to re-use network designs.
- Decides on implementation approaches of technology related transformation activity.
Skills Required:
- May lead technical design output from level 1, 2, 3, or 4 designers and/or third party resources.
- May lead a large matrix team of technical experts.
- Ability to support multiple customer domains across one or more technologies
- Provides strong influence on senior stakeholders in terms of technical direction of platforms, which will influence commercial direction.
- Likely to lead on significant vendor selection for one or two domains.
Provide detailed information on any qualifications, technical expertise or security clearance that you will need for the job. (See example statements below).
- Cloud Solutions – Customer Contact -
Tasks & Responsibilities
- Design of the respective customer solutions, including the associated services, preparation of the associated effort and cost calculations as well as quality assurance of complex customer-specific solutions.
- Preparation of customer documentation and the corresponding offer documents
- Presentations of the solution concepts to customers/partners at the management level
- Further development of solution scenarios
- Preparation of documentation for multiple integrated solutions
Requirements
- 12+ years of experience and distinct knowledge in the area of CCaaS solutions, must have rich solution design expertise in Genesys Cloud Contact transformations. Alternatively for example Cisco CC, Amazon Connect, Nice InContact, Five9, or similar experience is highly appreciated.
- Good exposure and senior level experience on Genesys or any CCaaS solution design and delivery.
- At least 2-3 years in an equivalent role as Solution Architect or Consultant for Communication & Collaboration or comparable IT area.
- Master's degree and more than 12 years of professional experience in the field of communication or CCaaS/IT-services
- Good customer profile with strong communication and negotiation skills
- Strong presentation and demo skills, also to be able to conduct customer workshops
- Good ability to work in a team, and experienced in working with international teams is very helpful.
- Very good control on English as business communication language
- Able to deliver significant stakeholder influence to resolve problems. Expected to give technical guidance to others to help resolve issues outside of the domain of the role.
- Provides thought leadership to senior internal stakeholders and customers regarding the overall future platform and/or customer solutions.Acts as a point of contact for technical expertise to advise senior stakeholders, internal and external.
- Able to deliver significant stakeholder influence to resolve problems. Expected to give technical guidance to others to help resolve issues outside of the domain of the role.
Experience Required:
- Expert user of design tools; seeks opportunities to develop new design tools for BT, and for external adoption.
- Makes authoritative recommendations on design tools and processes for customer solutions, where appropriate.
- Able to solve problems typically specific to leading edge high impact and high risk customer solutions.
- Able to solve complex and unknown problems that may lie outside the domain of the role. Problems may impact a single customer solution supporting multiple services. The most complex problem will be platform wide, impacting multiple services (and include multiple vendors) or cross-portfolio solutions.
- Impact of decisions are specific to the design strategy and/or direction for leading edge high risk and high impact customer solution.
- Evidence of successful transformation measures – e.g. step change in processes, innovative designs.
- Mentors and share knowledge with others.
- Positive revenue measures for Operations/Customer Design & delivery roles.
- Efficient cycle time.
Connected leaders behaviours
- Solution Focused Achiever (Inspiring)
- Bold Decision Maker (Customer Focused)
- Collaborative Partner (Team Player)
Why this job matters
The Customer Solutions Design Specialist independently executes a range of workstreams in the creation of end-to-end technical designs, ensuring that business requirements are successful translated into deliverable solutions, which meet customer needs whilst considering the impact of those solutions on all technical and business areas.
What you’ll be doing
1. Captures detailed customer technical requirements and translation to detailed solution design in accordance with design methodologies.
2. Manages and recommends on the technical direction and helps determine the optimum solution design for customers.
3. Manages the review and validation processes for both new developments and in-life products and services, ensuring full integration across all aspects, considering the broad impact of solutions on the product roadmap.
4. Drives the improvement of design and delivery capabilities for end-to-end technical solutions.
5. Manages customer solution design engagement and statement of work creation, including any 3rd party deliverables.
6. Facilitates the development of strong customer relationships at the senior level through providing specialist service design expertise, and influencing the customer's service strategy and operational decisions.
7. Drives consistency in architecture and technical processes, with the aim of reducing costs and increasing productivity.
8. Undertakes customer migration planning and implementation.
9. Coordinates impact assessments and design documentation updates.
10. Resolves complex solution and service issues, leads root cause analysis, troubleshooting and escalation.
11. Pursues the identification of potential risks and the implementation of controls and mitigations, ensuring compliance with relevant industry and company policies.
12. Ensures the delivery of thought leadership in complex bids and agreeing strategic approach as part of customer solution design.
13. Mentors other customer solution designers, helping to improve the team's abilities by acting as a technical resource.
14. Champions, continuously develops and shares with team knowledge on emerging trends and changes in customer solution design.
The skills you’ll need
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.
With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI.
If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.