Solutions Architect Customer Engagement Center

Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

The CEC Solution Architect is a subject matter expert in Customer Experience with extensive experience in transformative and digital global customer operations. This role combines deep business services expertise with the ability to align customer service strategies to business objectives.

As part of the Global Practice Solution Hub, you will:

• 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

In this role you will play a key role in:

• 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

YOUR PROFILE

We seek high-caliber professionals with strong cross-sector experience who can operate at Manager/Sr. Manager level in a BPO/Outsourcing solution build environment (non-IT).

Subject Matter Expertise:

• 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.

• You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• You will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
• We’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work.
• Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internal sports events, yoga challenges, or marathons.

At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

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