Customer Solutions Design Specialist

Why this job matters

1 - Customer partner - You put the customer first, promoting the breadth of services. Looks to fully understand the customers’ needs and align relevant solutions, taking ownership of issues and resolving them in a timely manner and methodical approach.
2 - Continuous improver - You question current processes, trying to change and work smarter. You try new approaches or ideas, seeking to understand the benefits and opportunities that they offer and lead on specific challenges.
3 - Active learner - You're quick to learn from experience and mistakes, readily applying new knowledge to the next challenge. You accept feedback and develop your self-awareness.
4 - Team player - You navigate relationships openly and honestly. You share knowledge and information to directly benefit or support others and play a leading part in the development of those working with you.

What you’ll be doing

•    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 
•    15+ years of experience and distinct knowledge in the area of CCaaS solutions, must have expertise in Genesys Cloud Contact. Alternatively for example Cisco CC, Amazon Connect, Nice InContact, Five9, or similar experience is highly appreciated.
•    Good exposure and senior level experience on Genesys 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.
 

Experience you would be expected to have

•            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.