Percepta · 16 hours ago
Associate Business Solution Architect
United States
Full-time
Remote
Senior Level
6+ years expPercepta is a company that specializes in creating customer loyalty across the globe. The Associate Business Solution Architect will be responsible for leading business solutioning efforts, translating client requirements into actionable solutions, and collaborating with various teams to ensure effective implementation of customer experience solutions.
Customer ServiceOutsourcing
Responsibilities
Lead lower complexity business solutioning, support Business Solution Architects with medium to high complexity business solutions
Translate internal and external client requirements into a business solution that includes detailed requirements for IT, operations, workforce, reporting, analytics, knowledge base, and training. Solutions will include clear direction on implementation approach to enable PMO to successfully launch the initiative and adhere to internal processes and governance
Translate operational processes to documented process flows/maps, ensuring they accurately represent the comprehensive day to day work, decisions, outputs of operational roles
Articulate details and specifications of the proposed solution, backed up with proof points, facts and figures
Interface with the delivery and operational organizations to ensure effective solution design and to collaborate on clear solution assumptions
Determine appropriate solution inputs that both meet the client and Percepta requirements and minimizes risk for both clients and Percepta
Maintain a library of resources tailored to enable quick and comprehensive CX solutions that minimizes the need to reach out to clients and/or Percepta functional teams for solution inputs
Work closely with Business Solution Architects and/or Operational partners to gather detailed functional requirements for technology changes
Submit technology change intake requests, liaise with technology owners to provide clarity on functional requirements, and track and monitor progress of all submitted intakes
Coordinate with Operations and impacted support teams to ensure plans are in place for agent training and other required tasks to ensure a seamless deployment
Work closely with Operations to coordinate and execute user acceptance testing for deployed technology changes
Maintain the level of business and technical knowledge required to assist in designing effective CX and EX solutions that align to business goals and within established strategic and technical frameworks
Report status updates, weekly checkpoints escalating workload distribution issues or barriers to ensure deadlines are managed effectively
Take on special projects that leverage your strengths and support tactical or strategic business needs
Qualification
Required
Bachelor's Degree from globally reputable university in information management, business, economics, marketing, or a related field, or 8+ years equivalent experience
6+ years' (recent) in a BPO contact center with at least 3 of those years in Operational Leadership roles
Proven experience in solutioning for contact center customer experiences to include direction on how available technologies and tools will be leveraged
4+ years' managing medium to large scale projects, Project Management certifications a plus
Proven experience collaborating across cross functional teams to include senior level leaders and senior level clients
Exceptional knowledge of the contact center BPO industry
Strong project management skills, handling multiple priorities in a fast-paced environment
Ability to take data and apply it to business case development for recommended solutions
Must be able to bring both business and technical perspective to engagements and 'connect the dots' when delivering solutions
Excellent oral and written communication skills, with the ability to interact effectively with all levels of management
Ability to recognize the audience and speak credibly to business and technical topics
Preferred
Experience in entrepreneurial organization or start-up preferred
Entrepreneurial spirit with experience in business solution designs
Benefits
Health/Dental/Vision/Life Insurance
Flexible Spending Account (FSA) and Health Savings Account (HSA)
401(k) with company match
Vacation/Sick Time and Paid Holidays
Tuition Reimbursement
Employee Assistance Program
Employee Discount Program
Training and Development Programs (Percepta College)
Employee Rewards Program (Perci Perks)
Company
Percepta
Percepta is a global, contact services company that builds customer loyalty.
1001-5000 employees
H1B Sponsorship
Percepta has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
Funding
Current Stage
Late StageLeadership Team
Ashlynn Woods
Global Employee Experience Partner
LaSandra Johnson
Human Resources Business Partner II
Recent News
2025-10-06
2025-08-25
Company data provided by crunchbase