Senior Solution Architect-Customer Experience - CX Solutioning

The Senior Solution Architect is responsible for designing automation solutions that help clients transform customer experiences, improve operational efficiency, and unlock measurable business value. This role serves as a trusted consultant, leading discovery and due diligence sessions to understand end-user needs, identify automation opportunities, build business cases, support proposals, and contribute to contract-ready solution content.

In this role, you will partner closely with Sales, Sales Engineering, Professional Services, Finance, Legal, and client stakeholders to shape compelling, practical, and differentiated solutions.

Responsibilities

• Determine the most appropriate automation solution in partnership with the Sales Representative and Sales Engineer through client discovery discussions, RFP/RFI reviews, and other solution requests.
• Collaborate with Professional Services leaders and team members to design robust, scalable, and client-ready solutions.
• Develop the solution approach, including estimated timelines, ROI models, presentation materials, and supporting documentation.
• Identify, manage, and resolve issues that may impact solution quality, delivery timelines, resources, or client expectations.
• Partner with Sales and Finance teams to evaluate pricing strategies, determine recommended approaches, and support approval processes.
• Understand and escalate potential risks across solution components, working with the Solutions Director to identify risk mitigation alternatives.
• Contribute content for scope of work documents, proposals, and contract-related materials.
• Facilitate meetings to review pricing, staffing, timelines, contracts, and presentation materials requiring stakeholder alignment.
• Attend client site visits in various locations with the Sales Representative and other key team members, as needed.
• Conduct research on current and prospective clients, verticals, and industries to provide subject matter expertise and identify opportunities to differentiate the Concentrix solution.
• Support Sales Representatives in gathering appropriate resources to follow Concentrix processes and protections, including Non-Disclosure Agreements, Deal Review, Legal, Security Risk/Controls, and related requirements.
• Contribute to continuous improvement of the opportunity management process to help the team work more efficiently and deliver effective messaging.

Qualifications

• Bachelor’s degree or 8+ years of related experience in one or more of the following areas: consulting, user-centered design, voice/digital bots/channels, customer experience, industry verticals, contact center operations, cloud services, sales support, or marketing.
• Experience with bots, self-service applications, and communication channels such as Voice/IVR and Messaging/Chat/Omni.
• Knowledge of user experience design and customer experience best practices.
• Excellent written and verbal communication skills, with the ability to present information effectively to internal and external stakeholders.
• Advanced Microsoft Office skills, including Excel, PowerPoint, Word, and Visio.
• Proven ability to organize and prioritize projects in a fast-paced, deadline-driven business environment.
• Demonstrated ability to take initiative, show ownership, and focus on continuous improvement.
• Strong customer service mindset, professional presence, and consultative approach.
• Solid understanding of business operations and industry dynamics, with demonstrated business acumen.
• Demonstrated ability to comprehend, analyze, and interpret information to support solution development and decision-making.

The base salary range for this position is $110,000 - $160,000 a year, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays.

The deadline to apply for this position is 10/26/2026.

As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.

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Physical and Mental Requirements:

The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Employment Opportunity:

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.

For more information regarding your EEO rights as an applicant, please visit the following websites:

• English
• Spanish

Accommodation:

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [email protected]. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence:

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization:

In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.

For further information on available work states and Equal Employment Opportunity as an applicant, please click HERE