Solution Architect

Overview The Customer Experience Principal Solution s Architect will be responsible for designing innovative solutions to business issues and for overseeing the implementation of the solutions through di rect involvement and working with account team, leadership , and operations (delivery) staff. Responsible for lea ding multiple complex and high -priority projects. Works closely with project management , finance and leadership to scope, estimate, deliver customer proposals as well as provide overall technical guidance for assigned solutions /opportunities. Analyzes existing customer systems and process and provides input on way s to improve these processes and system i nfrastructure . Provide s detailed documentation for imp lemented solutions and transfer necessary knowledge to project management team to allow for operational and on -going support. The successful candidate will have strong organizational and analytical skills with the ability to understand and break down complext problems Responsibilities - Drive revenue to meet and /or exceed target goals while adhering to fiscal responsibilities for the CX Practice - Ensur e internal compliance to all solutions that are developed , including but not limited to program/project reporting, cost controls and staffing , alig nment and executi on of program/project management methodologies. - Lead pre-sales efforts with Insight Global Sales to understand customer business and technical objectives and product requirements, in order to build client relationships, scope opportunities, and deliver effective solutions. - Craft solutions that meet or exceed customer expectations and encapsulate the capabilities within our divisio n all while ensuring they are operable and maintainable - Provide management oversight and an escalation path to customer relationships and delivery oversight while field teams are working through obstacles and ensuring successful and profitable services engagements. - Work hands -on with customers to demonstrate and communicate implementation best practices around our solution - Support other members of our internal team s to develop and mentor them on the latest technological trends without our market - Maintain deep understanding of all technologies within the Customer Experience space Qualifications - 4-year degree in Computer Science (or related curriculum) and 1 5 years of experience applying multiple infrastructure technologies and working in more than one area of infrastructure technology (desktop, network, server, storage, IP Telephony). - 10 + years of relevant education, training, and/or progressive experience - 10+ years of experience in customer -facing positions as a professional services program manager, solution architect, consultant or engineer - Experience designing technical solutions to meet complex business requirements - Exten sive experience with common third -party ITSM tools, such as Service Now, BMC Remedy, Salesforce, etc. - Knowledge and experience working with cloud -based telephony solutions, such as Five9, Nice, Talkdesk, Gene sys, Avaya, Cisco, etc. - Experience running and standing contact centers, both technical and non -technical - Experience with cloud services such as Office 365, Azure AD, MDM/MAM solutions - Experience in work force management and complex dynamic scheduling in a contact center environment - Exceptional skills in handling client critical issues with a consistent record of risk management - Familiarity with desktop virtualization technologies - Strategic planning, critical thinking, and financial analysis - Understanding of ITIL processes and experience implementing ITIL concepts - Good interpersonal and project management skills with an ability to handle opposing client demands - Experience with modern deployment methodologies, with emphasis on software and hardware architecture, and infrastructure design and development - Experience in a dynamic, startup (or startup -like) environment and ability to thrive in a fluid environment - Effectively communicate with CxO -level personnel and navigate customer organizations for successful project delivery and acceptance - Strong communications and interpersonal skills

Created: 2026-03-10