Solutions Architect

Solutions Architect

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Location: UK based, remote
Travel Required : Yes
Salary: Up to £80,000
Department: Public Sector Services
Reports to : SVP Business Development
Contract Type: Permanent
Job Summary / Overview
Working as part of a Bid Team, you will act as the overall Solutions Architect on all Public Sector new bids and existing client retenders and farming growth opportunities. Working closely with the subject matter experts in each business area you will be required to identify all of the components and associated costs needed to deliver the overall solution.
You will be responsible for the development and documentation of compelling, differentiated and commercially attractive solutions in response to identified client needs, requirements in response to Invitations to Tenders (ITT's). You will Identify and quantify the transformational outcomes that our solutions can deliver to clients through the integration of technology, analytics, processes, people and customer experiences.
In addition, you will work with the Public Sector bid team to both create and maintain a comprehensive bid library of up to date content and client case studies and continually engage with the wider Teleperformance Transformation and Innovation (T&I) team and third party supplier base to maintain up to date insight and knowledge into the potential tools and solutions that Teleperformance have access to.
You will be required play a leading role in working with the Public Sector SVP of Business Development and the Client Services team to actively lead and support market engagement activities and engage directly with clients on service innovation and solutions support for new and existing services.
The nature of the work will require the successful applicant to be UK based and this is a remote working role. Applications will be welcomed regardless of UK location; South West England, South East England and South Wales location would be beneficial due to proximity of clients and the senior team. Benefits of the role include 5% matched pension contributions and 25 days holiday a year plus bank holidays.
Key Responsibilities and Accountabilities
Designing solutions comprising one or more of the following elements, voice and non-voice contact centre outsourcing, insight and customer analytics services, customer experience strategy
Writing detailed and compliant solution content in response to ITT's and RFP's
Participation on pre-tender market engagement activity
Presenting solutions to clients both formally as part of a bid process and informally in discovery/consultative conversations and as part of market engagement activities
Working with and advising our finance team to ensure solutions are properly costed/priced and costs are correctly captured in client financial models and templates.
Working closely with our Work Force Management teams to ensure they accurately size and forecast /model the levels of resource required. Focus to include optimal productivity of service solution and ensuring maximum efficiency of solution.
Working with the SVP of Business Development to secure executive sign off for proposed solutions/prices as part of the formal bid process
Working with the SVP of Business Development to pro-actively manage the Crown Commercial Service (CCS) Framework, and build and maintain relationships with the CCS stakeholder teams
Communication
Ability to put complex ideas across simply in written, visual (slides) and verbal forms
Confident presenter and public speaker
Ensuring that current Government policy and compliance requirements are understood and are reflected in all solutions created
Responsibility for ongoing market research and engagement with Government to understand future compliance requirements, e.g. Social Value strategy to undertake gap analysis and work with internal Teleperformance stakeholders and SMEs to ensure Teleperformance compliance with required Government policy, strategy and objectives
Responsibility for undertaking research and understanding of Government procurement directives e.g. Outsourcing Playbook and how these directives will impact solution design and compliance
Responsibility for actively supporting Public Sector growth strategy in the development and identification of potential new market opportunities and solutions / product design as a 'go to market' approach
Support and develop PS market engagement and marketing strategy to develop Teleperformance Public Sector media profile and positioning as expert in the provision of PS contact centres and citizen experience
Influencing and networking
Ability to operate effectively within a B2B client/service provider environment
Ability to deliver through others within a project/virtual team environment
Ability to build and maintain effective networks - internally and externally
Solutions design
Ability to identify client needs and requirements and design customer management solutions that address them
Ability to identify opportunities for transformation through innovation, analytics and technology and to incorporate these into client proposals
Ability to capture and document solution requirements and specifications for the purposes of pricing and delivery planning aligned to client requirements and evaluation criterion
Demonstrable knowledge and success of how to structure a solution for customer management services and operations
Demonstrable knowledge of formal bid procurement processes and vendor responses e.g. RFI/ITT/RFP/BAFO)
Knowledge of project management principles and how these apply to delivery of solution design
Ensuring that all aspects of the solution influencing cost, price and margin are fully understood and incorporated into tender responses
Technology
Knowledge of customer management platforms & applications across voice and non-voice (digital) channels
Knowledge of Contact Centre technology infrastructure
Aware of and have used transformational tools applied to modern customer contact strategies
Customer Management
Knowledge of multi-channel customer management solutions - agent & non-agent based
Knowledge of how to build customer contact operating models and design of Target Operating Models (in-house or out-sourced)
Experience
Experience of working on solution design and bids in a BPO contact centre outsourcing environment, specifically with experience of working on Public Sector bid responses
Experience of non-voice (webchat, social media engagement etc.) as well as voice customer management operations
Strong knowledge of multi-channel customer engagement technologies such as telephony, Social Media and webchat platforms
Experience of working with data and customer insight to drive transformational improvements in customer experience
Experience of undertaking due diligence analysis of customer provided data and insights to deliver a compliant solution to meet customer needs and to assess level of risk in solution design
Excellent written and verbal communications skills with evidence of having authored and presented detailed proposals to clients
A strong influencer, able to inspire and motivate clients and stakeholders to buy into innovative and ambitious customer experience management solutions
A creative problem solver, able to look at a situation and generate imaginative but realistic and compliant solutions. Experience of working in a highly commercial environment, where you have been directly involved in pricing and P&L decisions in relation to client management and business case development
Knowledge, skills and experience - we are looking for: Work Experience
At least 5 years of experience in a similar role in an outsourcing environment, ideally working on Public Sector new business opportunities
Competencies and Specific Skills
Comprehensive computer skills
Takes ownership and accountability
Commercially minded
People focused
Achievement driven
Superior analytical ability
Superior communication skills
Robust and commercially balanced decision-making
Flexibility
Team player and able to work within close knit team environment
Excellent reasoning & judgement
Superior leadership skills
Self-motivated and can motivate others
Strategic and commercial thinker
Superior facilitation & presentation skills
Continuous improvement mindset
About Us
Teleperformance is a worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. We've been providing superior customer care for leading brands throughout the world since 1978 and every year we interact with more than 35% of the world's population.
We believe in the value of providing the best working environment for the best people, and our reputation as a company that works hard to inspire its employees has been recognized globally. Teleperformance was named a Great Place to Work in various countries, including the UK, and was included in Forbes' 50 Most Trustworthy Companies based in Western Europe, as well as in AON Hewitt Global's Global Best Employers Program.
We are an equal opportunities employer and we welcome applications from all suitably qualified persons
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