Solutions Architect Customer Engagement Center
Capgemini
Solutions Architect Customer Engagement Center
Job Description
Solutions Architect Customer Engagement Center
📋 Job Overview
The CEC Solution Architect serves as a subject matter expert in Customer Experience, focusing on transformative and digital global customer operations within Capgemini's Global Practice Solution Hub. The role involves owning service strategies for Customer Engagement Centers during client opportunities and delivering innovative solutions to align customer service with business objectives. Key activities include conducting as-is analyses, leading client discussions, and collaborating with partners to refine offerings.
📍 Location: Noida
💼 Experience Level: Experienced Professionals
🏢 Business Unit: Business Services
🎯 Key Responsibilities
- Own and shape service strategy for Customer Engagement Centre during client opportunities (RFI, RFP, PQQ, etc.)
- Deliver innovative Customer Experience solutions to clients and support service innovation initiatives
- Conduct ‘As-Is’ analysis and provide ‘To-Be’ recommendations based on client requirements, service levels, and technology evaluations
- Lead client discussions, due diligence sessions, presentations, and solution workshops to differentiate ICO offerings
- Understand pricing models and assist in financial analysis for engagements
- Review and validate FTE estimates and guide Workforce Management teams for accurate sizing
- Organise and review technical scope documentation for completeness and consistency
- Provide inputs for contracting and deal negotiations (SLA, assumptions, dependencies)
- Collaborate with vendors, alliances, and internal experts to leverage partner technologies
- Offer domain consultation for GTM activities, proposals, and client visits as SME
- Participate in POCs and validate complex technical solutions when required
- Perform competitive analysis of products and offerings to refine service propositions
✅ Required Qualifications
- Operate at Manager/Sr. Manager level in BPO/Outsourcing solution build environment (non-IT)
- Subject Matter Expertise in Customer Experience and Contact Centre outsourcing solutions for global clients
- Cross-sector experience (Manufacturing, CPRD, Utilities, Financial Services, Healthcare)
- Designing and delivering digital Customer Experience operating models, including Shared Services/Outsourcing
- Experience in Customer Experience/Contact Centre transformation projects for global BPO clients
- Commercial modeling and sizing, including Contact Centre labor solutioning
- Awareness of latest technology trends in Customer Experience
🛠️ Required Skills
- Customer Experience expertise
- Contact Centre outsourcing solutions
- Digital Customer Experience operating models
- Shared Services/Outsourcing
- Commercial modeling and sizing
- Contact Centre labor solutioning
- Technology trends in Customer Experience
- As-Is and To-Be analysis
- Client discussions and presentations
- Financial analysis and pricing models
- Workforce Management
- Technical scope documentation
- Contracting and deal negotiations (SLA, assumptions, dependencies)
- Vendor and alliance collaboration
- GTM activities
- POCs and technical solution validation
- Competitive analysis
🎁 Benefits & Perks
- Range of career paths and internal opportunities within Capgemini group
- Personalized career guidance from leaders
- Comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage, new parent support via flexible work
- Access to digital learning platform with 250,000+ courses and numerous certifications
- Inclusive environment where people of all backgrounds feel encouraged and have a sense of belonging
- Weekly musical performances by in-house band - The Rubber Band
- Participation in internal sports events, yoga challenges, or marathons
- Work on cutting-edge projects in tech and engineering with industry leaders
Locations
- Noida, India
Salary
Estimated Salary Rangemedium confidence
2,500,000 - 4,200,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Customer Experience expertiseintermediate
- Contact Centre outsourcing solutionsintermediate
- Digital Customer Experience operating modelsintermediate
- Shared Services/Outsourcingintermediate
- Commercial modeling and sizingintermediate
- Contact Centre labor solutioningintermediate
- Technology trends in Customer Experienceintermediate
- As-Is and To-Be analysisintermediate
- Client discussions and presentationsintermediate
- Financial analysis and pricing modelsintermediate
- Workforce Managementintermediate
- Technical scope documentationintermediate
- Contracting and deal negotiations (SLA, assumptions, dependencies)intermediate
- Vendor and alliance collaborationintermediate
- GTM activitiesintermediate
- POCs and technical solution validationintermediate
- Competitive analysisintermediate
Required Qualifications
- Operate at Manager/Sr. Manager level in BPO/Outsourcing solution build environment (non-IT) (experience)
- Subject Matter Expertise in Customer Experience and Contact Centre outsourcing solutions for global clients (experience)
- Cross-sector experience (Manufacturing, CPRD, Utilities, Financial Services, Healthcare) (experience)
- Designing and delivering digital Customer Experience operating models, including Shared Services/Outsourcing (experience)
- Experience in Customer Experience/Contact Centre transformation projects for global BPO clients (experience)
- Commercial modeling and sizing, including Contact Centre labor solutioning (experience)
- Awareness of latest technology trends in Customer Experience (experience)
Responsibilities
- Own and shape service strategy for Customer Engagement Centre during client opportunities (RFI, RFP, PQQ, etc.)
- Deliver innovative Customer Experience solutions to clients and support service innovation initiatives
- Conduct ‘As-Is’ analysis and provide ‘To-Be’ recommendations based on client requirements, service levels, and technology evaluations
- Lead client discussions, due diligence sessions, presentations, and solution workshops to differentiate ICO offerings
- Understand pricing models and assist in financial analysis for engagements
- Review and validate FTE estimates and guide Workforce Management teams for accurate sizing
- Organise and review technical scope documentation for completeness and consistency
- Provide inputs for contracting and deal negotiations (SLA, assumptions, dependencies)
- Collaborate with vendors, alliances, and internal experts to leverage partner technologies
- Offer domain consultation for GTM activities, proposals, and client visits as SME
- Participate in POCs and validate complex technical solutions when required
- Perform competitive analysis of products and offerings to refine service propositions
Benefits
- general: Range of career paths and internal opportunities within Capgemini group
- general: Personalized career guidance from leaders
- general: Comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage, new parent support via flexible work
- general: Access to digital learning platform with 250,000+ courses and numerous certifications
- general: Inclusive environment where people of all backgrounds feel encouraged and have a sense of belonging
- general: Weekly musical performances by in-house band - The Rubber Band
- general: Participation in internal sports events, yoga challenges, or marathons
- general: Work on cutting-edge projects in tech and engineering with industry leaders
Tags & Categories
Answer 10 quick questions to check your fit for Solutions Architect Customer Engagement Center @ Capgemini.
10 Questions
~2 Minutes
Instant Score
Related Books and Jobs
Solutions Architect Customer Engagement Center
Capgemini
Solutions Architect Customer Engagement Center
Job Description
Solutions Architect Customer Engagement Center
📋 Job Overview
The CEC Solution Architect serves as a subject matter expert in Customer Experience, focusing on transformative and digital global customer operations within Capgemini's Global Practice Solution Hub. The role involves owning service strategies for Customer Engagement Centers during client opportunities and delivering innovative solutions to align customer service with business objectives. Key activities include conducting as-is analyses, leading client discussions, and collaborating with partners to refine offerings.
📍 Location: Noida
💼 Experience Level: Experienced Professionals
🏢 Business Unit: Business Services
🎯 Key Responsibilities
- Own and shape service strategy for Customer Engagement Centre during client opportunities (RFI, RFP, PQQ, etc.)
- Deliver innovative Customer Experience solutions to clients and support service innovation initiatives
- Conduct ‘As-Is’ analysis and provide ‘To-Be’ recommendations based on client requirements, service levels, and technology evaluations
- Lead client discussions, due diligence sessions, presentations, and solution workshops to differentiate ICO offerings
- Understand pricing models and assist in financial analysis for engagements
- Review and validate FTE estimates and guide Workforce Management teams for accurate sizing
- Organise and review technical scope documentation for completeness and consistency
- Provide inputs for contracting and deal negotiations (SLA, assumptions, dependencies)
- Collaborate with vendors, alliances, and internal experts to leverage partner technologies
- Offer domain consultation for GTM activities, proposals, and client visits as SME
- Participate in POCs and validate complex technical solutions when required
- Perform competitive analysis of products and offerings to refine service propositions
✅ Required Qualifications
- Operate at Manager/Sr. Manager level in BPO/Outsourcing solution build environment (non-IT)
- Subject Matter Expertise in Customer Experience and Contact Centre outsourcing solutions for global clients
- Cross-sector experience (Manufacturing, CPRD, Utilities, Financial Services, Healthcare)
- Designing and delivering digital Customer Experience operating models, including Shared Services/Outsourcing
- Experience in Customer Experience/Contact Centre transformation projects for global BPO clients
- Commercial modeling and sizing, including Contact Centre labor solutioning
- Awareness of latest technology trends in Customer Experience
🛠️ Required Skills
- Customer Experience expertise
- Contact Centre outsourcing solutions
- Digital Customer Experience operating models
- Shared Services/Outsourcing
- Commercial modeling and sizing
- Contact Centre labor solutioning
- Technology trends in Customer Experience
- As-Is and To-Be analysis
- Client discussions and presentations
- Financial analysis and pricing models
- Workforce Management
- Technical scope documentation
- Contracting and deal negotiations (SLA, assumptions, dependencies)
- Vendor and alliance collaboration
- GTM activities
- POCs and technical solution validation
- Competitive analysis
🎁 Benefits & Perks
- Range of career paths and internal opportunities within Capgemini group
- Personalized career guidance from leaders
- Comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage, new parent support via flexible work
- Access to digital learning platform with 250,000+ courses and numerous certifications
- Inclusive environment where people of all backgrounds feel encouraged and have a sense of belonging
- Weekly musical performances by in-house band - The Rubber Band
- Participation in internal sports events, yoga challenges, or marathons
- Work on cutting-edge projects in tech and engineering with industry leaders
Locations
- Noida, India
Salary
Estimated Salary Rangemedium confidence
2,500,000 - 4,200,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Customer Experience expertiseintermediate
- Contact Centre outsourcing solutionsintermediate
- Digital Customer Experience operating modelsintermediate
- Shared Services/Outsourcingintermediate
- Commercial modeling and sizingintermediate
- Contact Centre labor solutioningintermediate
- Technology trends in Customer Experienceintermediate
- As-Is and To-Be analysisintermediate
- Client discussions and presentationsintermediate
- Financial analysis and pricing modelsintermediate
- Workforce Managementintermediate
- Technical scope documentationintermediate
- Contracting and deal negotiations (SLA, assumptions, dependencies)intermediate
- Vendor and alliance collaborationintermediate
- GTM activitiesintermediate
- POCs and technical solution validationintermediate
- Competitive analysisintermediate
Required Qualifications
- Operate at Manager/Sr. Manager level in BPO/Outsourcing solution build environment (non-IT) (experience)
- Subject Matter Expertise in Customer Experience and Contact Centre outsourcing solutions for global clients (experience)
- Cross-sector experience (Manufacturing, CPRD, Utilities, Financial Services, Healthcare) (experience)
- Designing and delivering digital Customer Experience operating models, including Shared Services/Outsourcing (experience)
- Experience in Customer Experience/Contact Centre transformation projects for global BPO clients (experience)
- Commercial modeling and sizing, including Contact Centre labor solutioning (experience)
- Awareness of latest technology trends in Customer Experience (experience)
Responsibilities
- Own and shape service strategy for Customer Engagement Centre during client opportunities (RFI, RFP, PQQ, etc.)
- Deliver innovative Customer Experience solutions to clients and support service innovation initiatives
- Conduct ‘As-Is’ analysis and provide ‘To-Be’ recommendations based on client requirements, service levels, and technology evaluations
- Lead client discussions, due diligence sessions, presentations, and solution workshops to differentiate ICO offerings
- Understand pricing models and assist in financial analysis for engagements
- Review and validate FTE estimates and guide Workforce Management teams for accurate sizing
- Organise and review technical scope documentation for completeness and consistency
- Provide inputs for contracting and deal negotiations (SLA, assumptions, dependencies)
- Collaborate with vendors, alliances, and internal experts to leverage partner technologies
- Offer domain consultation for GTM activities, proposals, and client visits as SME
- Participate in POCs and validate complex technical solutions when required
- Perform competitive analysis of products and offerings to refine service propositions
Benefits
- general: Range of career paths and internal opportunities within Capgemini group
- general: Personalized career guidance from leaders
- general: Comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage, new parent support via flexible work
- general: Access to digital learning platform with 250,000+ courses and numerous certifications
- general: Inclusive environment where people of all backgrounds feel encouraged and have a sense of belonging
- general: Weekly musical performances by in-house band - The Rubber Band
- general: Participation in internal sports events, yoga challenges, or marathons
- general: Work on cutting-edge projects in tech and engineering with industry leaders
Tags & Categories
Answer 10 quick questions to check your fit for Solutions Architect Customer Engagement Center @ Capgemini.
10 Questions
~2 Minutes
Instant Score
Related Books and Jobs