Senior Solutions Consultant

Summary:

The Senior Solutions Development Consultant owns the end-to-end solution design and documentation for the Customer Experience Management (CXM), Trust & Safety (TnS), and/or Digital Experience (DX) portfolios. This role drives successful outcomes across all sales motions (new logos, growth, renewals, and change orders) by serving as the central point of coordination and accountability for solution integrity.

Key responsibilities

1. Provides expert consultation and definitive solution recommendations that directly address complex customer business challenges throughout the sales lifecycle.
2. Delivers timely coordination and integration of all necessary inputs from cross-functional teams to construct comprehensive, customer-aligned solutions.
3. Ensures precise documentation and final sign-off of all agreed-upon solution requirements, establishing the definitive blueprint for delivery.
4. Oversees the accurate translation of approved solution requirements into the formal contractual format, specifically the Statement of Work (SOW), ensuring fidelity between scope and legal agreement.
5. Actively drives continuous improvement initiatives focused on enhancing solution delivery efficiency, including efforts to increase automation and reduce time-to-delivery
6. Independent management and ownership of low, medium, and high complexity opportunities as the primary solution lead.

Qualifications

• 7+ years of work experience, preferably in Solutions, Consulting in BPO environment
• Bachelor's degree in Business Administration, Finance or related career preferable; or equivalent work experience

Core competencies

1. Focusing on customers, knowing my organization, managing self-development, giving support
2. Advanced knowledge of customer experience and trust and safety business from a solution and commercial perspective
3. Advanced knowledge of solutions coordination and development
4. Demonstrated experience working in cross functional team and management of stakeholders, including executives/C-Suite
5. Advanced knowledge of project management principles