CX Transformation Leader
cpl, a leading innovator in customer experience (CX) solutions, is seeking a Solution Architect to drive strategic partnerships and elevate their role from transactional service provider to CX leader.
As a Solution Architect, you will be at the forefront of CX innovation, leveraging AI, automation, and emerging technologies to create scalable, human-centric solutions. You will collaborate closely with clients, guiding them through digital transformation while ensuring seamless execution and measurable ROI.
Responsibilities:
* Design and deliver CX solutions that enhance efficiency, customer satisfaction, and revenue.
* Partner with business development teams to identify opportunities, co-create solutions, and drive adoption.
* Conduct deep-dive discovery sessions to understand client challenges and future goals.
* Build robust business cases, resource plans, and solution roadmaps aligned with client needs and commercial objectives.
* Identify risks early and develop proactive mitigation strategies.
* Provide thought leadership in generative AI, advocating for its role in transforming CX while balancing people-first solutions.
* Work cross-functionally with internal teams and clients to ensure smooth implementation and ongoing success.
* Deliver compelling proposals and presentations that make complex solutions accessible and actionable.
Qualifications:
* 7-10 years of experience in solution architecture, CX strategy, or related fields.
* Expertise in the CX industry, particularly within BPO.
* Strong experience in pre-sales
* Strong knowledge of AI, automation, and emerging technologies shaping the CX space.
* Proven consultative skills with a track record of designing impactful solutions.
* Ability to align CX innovation with commercial goals.
* Analytical mindset with a strategic approach to problem-solving.
* Excellent communication skills with the ability to engage stakeholders at all levels.
* Experience in design thinking, ensuring solutions blend technology and human connection.
Work Environment & Benefits:
* Hybrid model with office-based work, remote flexibility, and on-site client engagement.
* Cork-based headquarters, with the majority of clients in Dublin.
* Competitive salary plus bonus and benefits.