Solutions Architect

POSITION: SOLUTIONS ARCHITECT
Location: Anywhere in the US

Experience: 5-8 years

Job description
The Solutions Architect plays a critical client-facing role to map client requirements into a solution that can be realized with eGain products. As a member of our Professional Services group, the Solutions Architect works with clients to clearly understand their business use-cases as well as their technical operating environments. The Solutions Architect will then develop the solution for the client leveraging eGain product best practices and deployment architecture.

The successful candidate will be knowledgeable about the business value sought in contact centers, have an extremely high level of customer focus, passion for process improvement, demonstrate ability to execute the required skills, and influence, educate, and drive results in a fast paced, changing environment.

Responsibilities
Present business and technical analysis, recommendations, and architectural designs and solutions to different levels in the client organization in a clear, concise, and articulate manner
Ensure that newly developed solutions are done in a repeatable manner by other consultants, using a standardized methodology, clearly documenting the process to deliver them
Develop client-centric deployment architectures aligned with their business objectives
Assist in creating statements of work, proposals, and agile sprint planning activities
Collaborate with cross-functional eGain teams during implementation
Learn the eGain product capabilities and operating environments
Guide customers to quick value leveraging best practices developed by eGain
Distill and communicate customer requirements and product feedback to Product Management
Surface and document the value derived from eGain implementations leveraging eGain Analytics
Ability to travel extensively within North America (~50%)
Qualifications
Bachelor’s degree required (majors in Science, Engineering, Business, Mathematics or related field strongly preferred)
5 to 7 years’ experience as Solutions Architect with at least three years spent on CRM, KM, or contact center
Strong industry knowledge about the contact center landscape
Experience and knowledge of business and technical solutions that include layered architectures, databases, reporting tools, middleware, monitoring, and high availability systems
Effectively influence, negotiate, and lead evaluations and implementations across technical and business audiences
Experience with enterprise software integration technologies, including, but not limited to, REST Web Services, JMS, XML, JDBC, Single Sign-On (SAML), etc.
Experience with agile scrum methodology
Experience or awareness of cloud technologies
Strong organizational and multitasking skills with ability to balance competing priorities
Ability to work independently or in a team setting
Creative problem solver with great attention to detail
Excellent written and oral communication skills, including an ability to communicate across business areas
Believes in and pursues delivery of quality through automation, smart processes, and talented teams