Technical Solution Analyst at PointClickCare providing support for health tech product issues. Involves troubleshooting and delivering exceptional customer outcomes in a fast - paced environment.
About the role
- Solutions Architect responsible for designing cloud-based CCaaS ecosystems that transform customer experiences. Collaborating with enterprise clients to integrate intelligent contact center solutions.
Responsibilities
- Serve as the subject matter expert on modern CCaaS and CX platforms, working with enterprise clients to understand their challenges and goals, and developing customized solution proposals that clearly articulate the benefits and technical approach.
- Analyze complex business requirements and design comprehensive technical architectures that integrate CCaaS solutions with CRM systems (e.g., Salesforce, Service Cloud), AI/analytics tools, WFM, and other customer experience technologies.
- Create detailed project estimates, including costs, timelines, and resource needs, for the implementation, migration, and optimization of cloud contact center solutions.
- Develop complete solution designs covering telephony architecture, omnichannel routing, digital integration, data flows, and security considerations to guide successful deployments.
- Support sales teams by answering deep technical questions, proposing innovative CX solutions to client challenges, and enhancing our technical proposals.
- Stay at the forefront of CX and CCaaS innovations, evaluating and incorporating new features from leading platforms and AI services to continuously improve our solution offerings.
- Perform other duties as may be required consistently with the purpose of this role.
Requirements
- 10+ years of experience selling products and services within CX/Contact Center ecosystems.
- 5+ years of professional services experience with Genesys Cloud and at least one of the following CCaaS products. (Amazon, Five9, Google, NICE, TalkDesk)
- Experience with cloud platforms such as GCP and/or AWS.
- 2+ years of experience with AI tools and technologies (i.e. Voice/Chat BOT, Agent Assist, Automated QM, etc)
- Proven expertise across multiple CX applications (Inbound, Outbound, WFM) and integrated technologies (CRM, Speech Analytics, Omni-Channel CX).
- Excellent presentation and communication skills for engaging both internal teams and clients effectively.
- Highly organized with strong time management skills, a self-starter attitude, and the ability to thrive in fast-paced environments.
Benefits
- Health insurance
- Language courses
- Relocation program
- Professional development opportunities
- Mentorship and talent investment programs
- Internal mobility
- Internship opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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