Business Solution Architect

Business Solutions Architect

At Percepta, we bring first-class service across each market we support. As a Business Solutions Architect working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You’ll Be Doing

The Business Solutioning Team is responsible for managing the intake, scoping, and business solution design for new business, new programs, and / or significant updates to existing programs that drive desired results in the most effective and efficient manner. Members of the Business Solutioning Team exhibit a deep knowledge of how BPO contact centers operate in general, and of Percepta and our clients’ in particular, across processes, services, products, and the technical capabilities to bring them together in CX and EX solution designs that meet the diverse needs of our business partners.

As a Business Solution Architect, you will work closely with Percepta and Client business leaders, product owners, internal business solutions and SME teams to create customer / agent experience solutions that best leverage Percepta and our clients’ operating models and available technology toolsets. The solutions you design are a key driver for Percepta’s’ ability to deliver on our clients’ business goals.

During a Typical Day, You’ll

· Understand and translate internal and external client requirements into a business solution that includes detailed requirements for IT, operations, workforce, reporting, analytics, knowledge base, and training. Solutions will include clear direction on implementation approach to enable PMO to successfully launch the initiative and adhere to internal processes and governance.

· Coordinate and lead the cross-functional business solutions SME team identified for assigned solution development requests, ensuring solutions align to the defined business outcomes.

· Represent scopes of assigned projects in weekly executive project intake reviews, enabling appropriate decisioning for ongoing project support without additional cycle time for gathering additional information.

· Articulate details and specifications of the proposed solution, backed up with proof points, facts and figures.

· Interface with the delivery and operational organizations to ensure effective solution design and to collaborate on clear solution assumptions.

· Determine appropriate solution inputs that both meet the client and Percepta requirements and minimizes risk for both clients and Percepta.

· Maintain the level of business and technical knowledge required to design effective CX and EX business solutions that align to business goals and within established strategic and technical frameworks.

· Foster a culture of continuous learning within your team, promoting their acumen of the Percepta and client business, technical expertise, and industry knowledge.

· Manage the workflow of assigned team members.

· Assist the Head of Business Solution in establishing standardized and repeatable solutioning practices that enable on time delivery of documented and approved solutions that include the required information to transition to the deployment and operational teams.

· Assist the Head of Business Solution in developing and maintaining a library of resources tailored to enable quick and comprehensive CX solutions that minimizes the need to reach out to clients and/or Percepta functional teams for solution inputs.

· Report status updates, weekly checkpoints escalating workload distribution issues or barriers to ensure deadlines are managed effectively.

· Take on special projects that leverage your strengths and support tactical or strategic business needs.

What You Bring to the Role

· Bachelor’s Degree from globally reputable university in information management, business, economics, marketing, or a related field.

· 8+ years’ (recent) in a BPO contact center with at least 5 of those years in Operational Leadership roles.

· Proven experience in solutioning for contact center customer experiences to include direction on how available technologies and tools will be leveraged.

· 5+ years’ managing medium to large scale projects, Project Management certifications a plus.

· Proven experience collaborating and managing across cross functional teams to include senior level leaders and senior level clients.

· Experience in entrepreneurial organization or start-up preferred.

· Exceptional knowledge of the contact center BPO industry

· Ability to identify and care for risk while developing a solution that meets and exceeds client expectations by applying experience and extensive knowledge of deployed CX strategies, service designs, and available technical capabilities.

· Self-motivated with strong project management skills –able to autonomously manage multiple priorities with individual deadlines in a fast-paced environment.

· Ability to take data and apply it to business case development for recommended solutions.

· Ability to lead and coordinate virtual, multi-disciplinary teams to support knowledge sharing and effective workload distribution to affect achievement of solutioning deadlines.

· Must be able to bring both business and technical perspective to engagements and “connect the dots” when delivering solutions.

· Excellent oral and written communication skills, with the ability to interact effectively with all levels of management.

· Ability to recognize the audience and speak credibly to business and technical topics.

· Entrepreneurial spirit with experience leading and executing business solution designs.

· Effective coaching and mentoring to direct reports.

What You Can Expect

· Competitive Salary with Incentives

· Health/Dental/Vision/Life Insurance

· Flexible Spending Account (FSA) and Health Savings Account (HSA)

· 401(k) with company match

· Vacation/Sick Time and Paid Holidays

· Tuition Reimbursement

· Employee Assistance Program

· Employee Discount Program

· Training and Development Programs (Percepta College)

· Employee Rewards Program (Perci Perks)

A Bit More About Your Role

This is a remote working role and Percepta supplies the office equipment needed for this role.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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