Technical Solution Architect, L8
Location: Remote, West Coast Preferred
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation led company with 738,000 people serving clients in more than 120 countries.
Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners, and communities.
The Next Generation Customer Service (NGCO), Business Process Services (BSP) Technical Architect will support our Operations Sales and Solutioning team as the responsible Technical Architect in pre-sales/RFP processes involving our Contact Center offering and related towers which include Health Care Contract Management, and network connectivity for Software and Platform clients. Ideal candidate is (1) willing to cross-train to support all three offerings, (2) has experience with Contact Center Technology setup/delivery, and (3) demonstrates basic understanding of network bandwidth and network utilization. This role is Sales Support and not pure IT management.
Key Responsibilities:
Support our Sales Team as Technical Solution Architect in pre-sales / RFP processes involving multiple technologies:
Manage / Coordinate involved technology teams in on- and offshore locations across all aspects of technology relevant to the opportunity
Develop technical solution design and work with assigned technical architects and cost architects to create corresponding cost estimates
Present technology solution to internal executive approvers
Align technology solution components to business standards (including, but not limited to, SynOps, third party platforms and client technology)
Analyze client RFP/RFQ/RFI documents and related material for existing client technology landscape, and solution requirements. Summarize key elements of the documents for internal factory teams costing components of the overall technology solution.
Assess the business impact/return on investment for the more complex components of the technology solution
Facilitate client workshops, document business requirements and develop them into a proposed solution design
Act as key contact on the proposed technology solution to internal overall Solution Architects.
Work closely with other Accenture technology teams such as Insights and Intelligence, Song, Intelligent Shared Services, and Automation to create a holistic technology approach and cost estimate that captures all details, dependencies and assumptions of the technology landscape
Transitioning the solution to the Transition team for implementation upon contract signature.
Establishing oneself as a leader in cross-technology issues and risk mitigation
Establish relationships among key Sales and Solutioning, Technical Factory, Product Management, BPS Operations Capability / Offering, Transition and Delivery teams and other groups (as applicable)
Work with Product Management and Initiative Leads to support new technology assets and capabilities
The role may be expected to execute some of these responsibilities: Mentoring, Staffing, Budgeting and Capacity Management
Support the sales team in coordinating and preparing materials for healthcare sales opportunities, including RFP responses, proposals, and client presentations.
Travel up to 25%
Required Proficiencies:
Demonstrated solutioning experience with Contact Centers and working knowledge of cloud-based telephony systems.
Demonstrated Technology Delivery Experience – Sales or Delivery experience with core technologies supporting Contact Centers (a plus to have additional proficiency with Health Care Claims Management, and/or Software & Platforms)
Experience with Contact Center platforms, CCaaS (Amazon Connect, Genesys, NICE, Five9’s)
Familiarity with CRM’s and/or ticketing systems (Salesforce, ServiceNow, ZenDesk) and its role in business.
Basic understanding and ability to speak on network bandwidths, connections, and utilization
Strong Communication Skills
Career Counseling, Mentoring, Staffing, Budgeting, and Offering Definition
Problem Solving, People Management, Stakeholder Management
Communication (esp. with C-suite levels), including Business Storytelling
Fluent in English
Self-motivated
Risk Management
Demonstrated attention to detail
Ability to work collaboratively in a fast-paced environment.