Business Services Solution Architect

Objective of the role :

• The ICO Practice within Capgemini Business Services is a client facing practice which helps clients to transform their Customer
• Experience Functions to meet the changing demands of the business. This includes transforming the customer service operations,
• addressing the people implications of strategic change initiatives, build organizational capability and talent and transform their
• Customer Operations to meet the changing demands of the business.
• Our practice has responsibility for three customer facing areas : Contact Centre, Marketing Operations and Sales Operations. As
• one of the biggest consulting, technology, and outsourcing companies globally, our Intelligent Customer Operations practice is
• critical to our growth agenda and is always delivered integrated with Cloud Technology, Automation and Data Analytics.
• The Solution and Product Architect is first and foremost a subject matter expert in Customer Experience with extensive experience of
• transformative and digital global customer operations. He / she has a broad-based business services experience and who specialises
• in integrating Customer services issues with business strategy. This person is part of the Global Practice Solution Hub team and
• delivers our ICO service innovation and solutions to client.
• The type of work that you will get involved will have ownership of and shaping the service strategy for our ICO product areas asapplicable on an opportunity (RFI, RFP, PQQ etc).

This will include :

KPIs for this role are

Skills Required :

You must have the following in addition to your subject matter expertise :