Job expirat
What are we looking for?
As a Solution Architect with expertise in IT (preferable End User Computing) and Customer Service you will interact with internal and external customers to define and provide technical solution for Genpact initiatives and to present these solutions both to internal and external customers, including at Executive levels.
The solutions are provided either as solution proposals part of a consulting service, as delivered IT and/or CS Services solution as a result of a project, or as required by Operations teams. You will work mainly with IT and CS Engagement Directors and you will interface with IT and CS Practice representatives and customers’ representatives. You will travel internationally and work in different cultural environments.
The role requires strong IT and CS expertise and excellent technical leadership skills.
What will your job be about?
• Define working solutions that can be implemented using technology . Design specification documentation and write or contribute to Solution documents
• Prepare solution presentations for internal and external customers
• Participate-in or lead analysis, pre-studies and feasibility studies of an existing or planned solution with internal and external customers.
• Owns the technical solution during the pre-sales phase and hand it over as required to Operations.
• Build customer relationships and articulate Genpact's initiatives and solutions to a technical audience and non-technical audience
• Understand customer’s needs and requirements and act as the customer’s advocate inside Genpact
• Provide guidance on architecture and application processes to the support team and overall project
• Participate in all pre-sales and post-sales technical aspects of the customer engagements
• Provide feedback from the field regarding enhancement requests and use cases
• Participate to RFIs, RFPs, RFQs and help Genpact IT and Customer Service Practice to provide answers in a clear and concise way
• Prepare technical marketing materials
• Do preliminary, on-the-spot business analysis for the key requirements of the customer
• Able to create business plans including costs and pricing analysis. Able to handle multiple business models (for example CAPEX vs. OPEX)
• Advance professional skills by earning vendor and industry certifications (ITIL, ICSA, CMMI, CBAP, PMP, etc.)
• Minimum 5 years’ experience in an IT and/or Customer Service (Contact centers) multi-technology environment with large scale multi-platforms and good experience in driving Customer Experience
• Significant experience in defining and architecting complex solutions
• Previous integration and configuration experience with Ticketing Systems, Inventory Management Systems, Performance Management Systems, Multi/Omni-channel support tools
• University degree and/or Masters with a major in IT or equivalent (Computer Science or Electrical Engineering);
• IT (preferable EUC) & CS experience as a consultant, service manager, sales engineer/agent, solution architect, operations consultant or system integration and implementation consultant/manager
• Consultative / collaborative mindset with a strong drive to solve problems
• Understands and defines complex IT and Customer Service Solution documents with emphasis on Service management
• Very good knowledge and understanding of Ticketing Systems, Inventory Management Systems, Performance Management Systems, Multi/Omni-channel support tools
• Very good understanding of Process/Service management frameworks and standards (e.g. ITIL Service Management, CMMI standards, etc.)
• Good understanding of Business Analysis frameworks (e.g. CBAP, UML, BPMN2.0)
• Availability to travel in EMEA, LATAM and INDIA destinations on an extensive basis (>25% of working time)
• Excellent written and spoken English
Genpact is a global leader in transforming and running business processes and operations.
Our service portfolio includes finance & accounting, banking & insurance, procurement & supply chain, collections & customer service, enterprise application, IT infrastructure management and smart decision services.
Currently over 64,000 employees manage 4,700+ processes in 30+ languages, from a global network of over 70+ operation centers, in 24 countries. We cover multiple industry verticals, such as automotive, banking and finance, insurance, manufacturing, pharmaceuticals, telecommunication, transportation & logistics.
Genpact Europe is present in 4 countries, through 11 delivery centers and with a number of over 3,600 employees. We are offering services in more than 20 languages, for over 50 clients.
That's why we are known to GENerate imPACT.
