CX Architect at SoftwareONE

As an CX architect on SoftwareOne’s Customer Experience team, you will work with our enterprise and public-sector customers to develop the vision for their improved contact center capabilities and see them through to fruition. Your success will be most notable when a customer’s adoption of customer engagement technologies on AWS evokes measurable or quantifiable value for the customer. 

The CX Architect is accountable for ensuring SoftwareOne’s business value throughout the entire customer relationship by aligning optimal solutions with the customer’s requirements. The most successful CX architects demonstrate their contact center experience and technical expertise to gain credibility with technical and business collaborators by demonstrating deep technical competence, articulating how technical solutions yield value to their business, and developing a roadmap for implementing and operating new solutions.  

During delivery, the CX architect consults with the project team to ensure the solution aligns with the vision, proactively control engagement risks, and provide architectural oversight of the resulting solution. 

To be successful, you must communicate effectively with all collaborators: business leaders, technical participants, and end-users alike. You must understand the business value and architectural standard methodologies of customer engagement solutions. Specific experience with AWS Customer Engagement services (Amazon Connect, Amazon Lex) is required (at least 3 years); experience on related contact center technologies (such as Cisco, Avaya, Genesys, inContact, Zoom, & Five9) is a plus. 

The Role

• Own customer satisfaction and success within your line of business. 

• Coach others on solutions, services, and themes that increase customer value and satisfaction. 

• Bring business acumen and enterprise consulting experience to bear within the context of what we do. 

• Exude confidence and deep understanding of end-user productivity and cloud adoption. 

• Leverage strong attention to detail and professional communication skills to interpret complex strategies, adoption roadmaps, and technical concepts in ways that are appropriate to the audience at hand.  

• Anticipate risks while they can be mitigated, and see opportunities before they are lost. 

• Help customers build strategies that solve their challenges and meet their visionary needs.  

• Maintain awareness of current solutions and upcoming advancements in contact center technologies.  

• Ownership of the Amazon Connect Demo environment, and collaboration with deep technical authorities to improve the environment.

• Conduct effective, compelling demonstrations of Amazon Connect and SoftwareOne capabilities

• You must fully grasp and demonstrate the nuances of the role, how you align with SoftwareOne’s core values, and how you support SoftwareOne’s vision.

• Evolve transactional opportunities into deeper and more substantial engagements. 

• Speak to the themes and stories that promote SoftwareOne’s consulting services and support the adoption of customer experience technologies. 

• Bolster business value by advising improvements to existing products and services and by identifying new capabilities and opportunities to improve customer outcomes. 

• Introduce the right strategies, solutions, and partners in the right situations and to the right audiences. 

• Recognize and consider the far-reaching implications of transformational change within large organizations. 

What Success In This Position Looks Like

When you want to make a difference and when you profoundly enjoy your work and the people you work with, it shows!  

• Thrive within the delivery expectations of large enterprise and public sector organizations.

• I truly enjoy solving business and technical challenges with cloud technologies.

• Lean into ambiguity and uncertainty and seek to understand the “why” behind initiatives to build structured execution plans.

• Bring passion and energy to meetings; motivate all involved to support a successful engagement.

• Develop important and lasting relationships with clients, AWS, business leaders, partners, and team members. 

Organizational Alignment

• This position will report into the CX Delivery leader. 

• Enlists the support of sales specialists, implementation resources, service resources, and other sales and management resources as needed.

• Closely coordinates company executive involvement with customer management.

• Works closely with Sales Operations, Customer Success Team, and other departments to ensure customer happiness and problem resolution.

• This position may have direct report staff assigned to support responsibilities in specific customers.

What we offer

• Generous pay with bonus structure 

• Independent environment without a lot of red tape where you are empowered to make decisions 

• Substantial benefits package that includes: 

o Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions  

o Additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness 

o 401k program with employer matching 50% up to the first 10% of employee’s contributions 

o Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice 

o Access to EAP and concierge services 

o Pre-paid legal at no cost 

o Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO) 

o Employee stock purchase plan 

o Learning and development opportunities galore 

o Tuition reimbursement 

o And much more! 

o Specific to Milwaukee-based office employees: company-paid parking  

• Winning culture, inclusive environment, and friendly people all over the world 

• A remote-friendly organization, with colleagues working remotely either part or full-time