Solution Development Architect

SOLUTION ARCHITECT

Location: Remote

Employment Type: Full Time 

ABOUT US

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.  

As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.  

HERE’S WHAT THE JOB REALLY LOOKS LIKE

Responsible for providing technical pre-sales solutioning support to the sales team. Works within the IT Solution Development team of the IT Client Engagement group.

HOW YOU’LL MAKE AN IMPACT

• Provide Technical Pre-Sales Solution Support
• Assist in Closing New Business & Provide Solutions Support for Existing Business
• Participate and lead internal and external presentations to C-level clients, technologists, and business partners.
• Design creative, well-thought out recommendations to improve technical capabilities that generate revenue and enhance the contact center customer experience.
• Contribute to sales team effort to ensure timely and successful closing of sales to potential customers by delivering technical presentations, demonstrations and webinars, assisting with technical questions, developing prototypes, supporting proof-of-concept and software evaluation efforts including both remote and onsite activities. 
• Assess existing client environments and provide consultative conversations to document the client’s requirements, needs and requests.
• Carry the initial estimated solution costs through the company’s pricing process while defending complex technology solutions.
• Provide technical support during the pre-sales process to prospects that require superior technical expertise and urgent response.
• Become the main point of contact for clients' technical questions pre-sales and providing solution support during implementation.
• Work in conjunction with Sales, Development, Technical Support, Client Technology Managers, Business Analysts and Product Management.
• Contribute knowledge and experience to technical documentation on products deployment and implementation, knowledge base articles, product demonstration scripts and scenarios.

WHAT YOU’LL ACTUALLY DO

• A thorough understanding of costing and pricing contact center technologies
• Speaks clearly and persuasively in positive or negative situations, listens and attains clarification, responds well to questions, demonstrates group presentation skills, participates in meetings.
• Has excellent technical presentation skills, both remote and face-to-face.
• Manages difficult or emotional customer situations, responds promptly to customer needs, solicits customer feedback to improve service, responds to requests for service and assistance, meets commitments.
• Understands business implications of decisions, displays orientation to profitability, demonstrates knowledge of market and competition, aligns work with strategic goals.
• Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, works well in group problem solving situations, uses reason even when dealing with emotional topics.
• Assesses own strengths and weaknesses, pursues training and self-development opportunities, strives to continuously build knowledge and skills, shares expertise with others.
• Balances team and individual responsibilities, gives and welcomes feedback, puts success of team above own interests, supports everyone's efforts to succeed.
• Treats people with respect, keeps commitments, works ethically and with integrity, upholds organizational values.

WHAT’LL SET YOU UP FOR SUCCESS

• Bachelor’s degree in computer science or equivalent experience within area related to job function
• Minimum of seven years of experience in the Information Technology field

Technical or functional skills, knowledge and abilities required for successful job performance.

• Understanding and experience with contact center technologies, including CCaaS, OmniChannel and Digital services, Voice and Communications architecture and infrastructure
• Experience in endpoint connectivity, including VDI and VPN services
• Background/Experience in networking, cloud and data center infrastructure
• Ability to present concisely and positively to sell the benefits of a solution

Additional knowledge/experience a plus in the following areas:

• Customer and end user experiences through contact center operations
• Understanding of IVR, PBX/ACD, CTI, WFM, Speech Analytics, QA monitoring
• Experience developing innovative solutions using relevant transformative digital technologies

WHY ALORICA?  

Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.  

TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day.  

What We Offer:  

• Competitive base pay with performance-driven incentives  
• Comprehensive benefits including medical, dental, vision, and 401(k)  
• Career development through Alorica Academy's open-access courses  
• Real opportunities to grow within a global organization  
• Access to our employee assistance program  
• A collaborative, inclusive culture where innovation happens  

Our Values  

Bold – We challenge conventions and take smart risks  

Relentless – We deliver results, no matter what it takes  

Connected – We work as One Alorica because we're stronger together  

True – We show up as our authentic selves, every single day

Ready to Join Us?  

If you're looking for a place where your expertise matters, your voice is heard, and your work drives real impact, let's talk.  

Apply today!

Equal Opportunity Employer – Veterans/Disabled  

DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.  

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