Associate Business Solution Architect

Associate Business Solutions Architect

At Percepta, we bring first-class service across each market we support. As an Associate Business Solutions Architect workingremotely, 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.

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

The Associate Business Solution Architect will also manage Percepta’s intakes for client owned technologies by translating business requests into detailed functional requirements that are aligned with solution designs, established technical frameworks and governance models.

During a Typical Day, You’ll

·Business Solutions - Lead lower complexity business solutioning, support Business Solution Architects with medium to high complexity business solutions

oTranslate 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.

oTranslate operational processes to documented process flows/maps, ensuring they accurately represent the comprehensive day to day work, decisions, outputs of operational roles.

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

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

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

oMaintain 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.

Client Technology Requests

oWork closely with Business Solution Architects and/or Operational partners to gather detailed functional requirements for technology changes.

oSubmit technology change intake requests, liaise with technology owners to provide clarity on functional requirements, and track and monitor progress of all submitted intakes.

oCoordinate with Operations and impacted support teams to ensure plans are in place for agent training and other required tasks to ensure a seamless deployment.

oWork closely with Operations to coordinate and execute user acceptance testing for deployed technology changes.

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

·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 

Education

·Bachelor’s Degree from globally reputable university in information management, business, economics, marketing, or a related field, or 8+ years equivalent experience.

Experience

·6+ years’ (recent) in a BPO contact center with at least 3 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.

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

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

·Experience in entrepreneurial organization or start-up preferred.

Skills

·Exceptional knowledge of the contact center BPO industry.

·Strong project management skills, handling multiple priorities in a fast-paced environment.

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

·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 in business solution designs.

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 
Percepta provides the equipment for this role.

About Percepta 

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to 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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