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SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Digital Solutions Architect (Virtual/Remote)

Date Posted: 11/19/2020

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Job Description



As a Digital Solutions Architect, you will partner with internal teams and external clients to define and architect digital technology solutions that drive our business forward.

Success in this position will be built on your deep understanding of technology services like Intelligent Automation, Virtual Agents, Co-bots, AI, NLP, Omni Channel, Chat, social, web self-services, SEO, digital marketing and care content.

In this role, you'll respond to the needs of our operations teams by building custom digital solutions. You will take the lead in defining, designing and communicating digital solutions to executives within SYKES and our client base, clearly translating how digital services can be applied to business to create a proven advantage.

You will be trusted to identify technologies beneficial to add to the service catalog, and work with innovation and labs leadership to validate, pilot and productize new technologies. You will also support our sales organization, writing compelling RFP content, addressing clients at senior levels and bridging multi-functional teams.

Essential duties and responsibilities:

* Uphold SYKES policies on ethics and integrity


* Understand client delivery requirements and how digital solutions can provide benefit for client and SYKES


* Design, architect and present value driven digital solutions


* Engage digital partners and delivery teams to deliver the designed solutions


* Monitor and review the market for new technologies and services that can be included in the SYKES service catalog


* Write compelling RFP and sales collateral explaining complex technologies and how they provide value to our perspective clients


* Engage digital delivery teams to deliver the designed solutions


* Provide thought leadership in design thinking workshops


* Understand the IT and digital services offered internally and on an industry level to analyze how they add value


* Acts as a SME for the application, advantages and costs of digital services including automation, sophisticated analytics, artificial intelligence and digital self-service


* Present SYKES and partner technology solutions to clients in the business development life cycle


* Assist the SYKES legal department in the negotiation of contracts related to digital solutions


* Facilitate workload to domestic and international resources


* Coordinate efforts between SYKES Digital Services delivery teams and partner network


* Ability to travel to SYKES global locations as appropriate to provide support and guidance for sales presentations, workshops and client meetings


* May perform other additional duties and responsibilities as assigned



About SYKES

SYKES Enterprises helps many of the world's leading brands to find, attract, and acquire customers, while also growing their lifetime value by delivering superior service offering solutions that result in better customer experiences and outcomes. With a full complement of lifecycle services -- including digital marketing, sales expertise, customer service, technical support, and much more -- we are uniquely positioned to offer support and expertise at every step of the customer journey.

Our multifaceted IT teams command an exciting array of cloud, web, and mobile-based solutions that connect workforces and clients all across the globe. Many major companies rely on our information security, network administration, and software development abilities to help them stay at the forefront of their respective industries. Joining SYKES means working with passionate, driven, and friendly people, while doing meaningful work in a fast-paced industry where innovation and agility illuminate the path to growth and success.

Benefits

When you become part of the SYKES family, you'll be surrounded by some of the most caring,

respectful, and welcoming people you'll ever meet. You'll also get more than just a paycheck, some of the other perks and benefits include:

? Health, vision, and dental insurance

? Pharmacy and prescription savings program

? Life insurance

? Company match on 401k

? Competitive paid time off structure

? Tuition assistance program

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Required qualifications, skills and experience

Education and/or Experience:

BA/BS required. A minimum of 5 years successful Client Relationship Management and/or experience with an outsourcing or large-scale technology-consulting firm. Experience and knowledge of the call center and/or digital services industry strongly preferred.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Skills required:

* Demonstrated commitment to customer experience


* Proven background in digital technologies and system integration with an understanding of how data and voice networks are operated, integrated, and implemented


* Solid grasp of digital transformation, Omnichannel, Chat, Virtual Assistants, RPA, Machine Learning, AI and other digital services


* Ability to understand and map customer journey and define value driven digital solutions


* Exceptional verbal and written skills


* Excellent relationship building skills


* Strong business discernment and negotiation skills


* Ability to organize and conduct effective meetings


* Ability to prioritize work assignments


* Excellent time management and organizational skills


* Team oriented with a collaborative working style, including an ability to create and maintain positive relationships across all internal SYKES departments


* Demonstrable ability to counsel and partner with clients to and improve their technology requirements


* Fluency in multi-channel CRM systems, knowledge management, workforce management, CTI, reporting and their implementation to provide customer experience outsourcing solutions


* Proven financial and budgetary skills, including experience managing multiple budgets and forecasts.


* Flexibility; willing to response to business need and perform various duties as assigned


* Ability to travel 25%-50% including international travel and short-notice travel


* Advanced skills in Microsoft Office applications



Skills preferred:

* In depth understanding of SYKES Digital Services Group technology offerings


* Knowledge of inbound and outbound call center operations


* Knowledge of customer journey mapping


* Knowledge of process mapping and definition



Physical demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

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