We're excited you've considered to Be More with iQor. From Customer Interactions to Product Support, we'll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let's get started!

Job Summary:

The BPO Solutions Architect is responsible for designing and delivering innovative, scalable, and efficient solutions for business process outsourcing (BPO) services. This role involves collaborating with clients, operations teams, and technology providers to understand business needs, define technical requirements, and create customized BPO solutions that enhance service delivery, operational efficiency, and client satisfaction.

Responsibilities:

Solution Design & Development:

• Lead the design of end-to-end BPO solutions tailored to client needs, including process flows, technology integration, workforce management, and service delivery.
• Define solution architecture, including operational processes, technology stack, automation tools, and performance metrics.
• Work closely with clients and internal stakeholders to gather requirements and design solutions that align with business goals.

Client Engagement & Consulting:

• Serve as a technical advisor and subject matter expert to clients, offering insights into BPO best practices, process optimization, and technology trends.
• Present and explain proposed solutions to clients, ensuring that they understand the architecture, benefits, and potential ROI.
• Conduct workshops and consultative sessions with clients to ensure alignment on business objectives and technical feasibility.

Technology Integration & Automation:

• Identify opportunities for automation and the use of advanced technologies such as AI, RPA (Robotic Process Automation), and machine learning to optimize BPO operations.
• Collaborate with IT teams and third-party vendors to implement and integrate technology platforms that support BPO solutions.
• Ensure seamless integration of new technologies into existing client environments, ensuring minimal disruption to business processes.

Process Improvement & Optimization:

• Analyze current operational processes and identify areas for improvement or redesign.
• Implement industry best practices and process optimization techniques to streamline BPO workflows, enhance efficiency, and reduce costs.
• Collaborate with operations teams to develop processes that improve service delivery, productivity, and quality.

Solution Documentation & Proposal Development:

• Develop comprehensive solution documentation, including technical specifications, process flow diagrams, and system architecture blueprints.
• Assist the sales team in crafting technical proposals, RFP responses, and pricing models, ensuring alignment between solution architecture and client needs.
• Participate in pre-sales activities, presenting technical solutions and demonstrating their value proposition to prospective clients.

Performance Monitoring & Continuous Improvement:

• Define key performance indicators (KPIs) and metrics to evaluate the success and performance of BPO solutions.
• Work with performance analysts and operations teams to continuously monitor and assess solution performance, making adjustments as necessary.
• Foster a culture of continuous improvement by regularly reviewing and updating solution designs based on client feedback, operational data, and industry trends.

Skills Requirements:

• 5-7 years of experience in BPO operations, IT architecture, or solution design.
• Strong understanding of BPO industry standards, best practices, and technologies.
• Experience with process design, optimization methodologies (Lean, Six Sigma), and automation tools (RPA, AI).
• Proficiency in enterprise-level technology platforms (CRM, ERP, BPM, etc.) and their integration with BPO services.
• Ability to collaborate with technical and non-technical stakeholders to gather requirements and design solutions.
• Strong communication and presentation skills, with experience engaging directly with clients.

Key Competencies:

• Technical Expertise: Deep understanding of BPO operations, technology platforms, and solution architecture.
• Problem Solving: Ability to design innovative, efficient, and scalable solutions to meet complex business challenges.
• Client-Focused: Excellent client relationship management, with the ability to translate business needs into technical solutions.
• Analytical Thinking: Strong analytical skills to assess client environments, operational data, and technology requirements.
• Collaboration: Ability to work effectively with cross-functional teams, including IT, operations, sales, and clients.
• Adaptability: Willingness to embrace new technologies and industry trends to keep solutions competitive and future-ready.

Education Requirements:

Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran.