Contact Center Architect Manager

At Avanade we create change for a living, and joining us is your chance to do the same. Founded in 2000 by Accenture LLP and Microsoft Corporation, we have 50,000 people in more than 20 countries helping the world’s biggest and most innovative organizations realize results in a digital world – with business technology solutions, cloud and managed services that combine insight, innovation and expertise in Microsoft technologies. Find out more at avanade.com/careers

The D365 Customer Engagement (Customer Service) Business Solution Advisor is responsible for driving revenue for the D365 Customer Engagement (Customer Service) business, globally, through prospecting, acquisition, development, and expansion customer opportunities.

JOB SUMMARY:

The D365 Customer Engagement (Customer Service) Business Solutions Advisor (BSA) will provide technical and solution envisioning expertise to the Avanade and Accenture sales teams. The BSA will help develop and execute sales strategies, drive proposal efforts and provide technical sales support. The BSA will specialize in Microsoft Dynamics Customer Engagement Solutions for Customer Service and therefore provide deep expertise in lead qualification, opportunity assessment, opportunity development and proposal development. This role will be cross-industry.

What you'll do:

Sales Support (60%)

· Proactively deliver strategic messages and roadmaps to both new and existing customers within the Local Account Groups

· Work with the Business development (sales) team to develop and execute selling strategies

· Provide pre-qualification expertise to evaluate customers' business needs and align them based upon Avanade differentiators

· Consistently build depth in breadth in technology expertise through Avanade’s multiple tools, mandated training, access to enterprise cutting edge engagements

· Help the customer see what is possible with technology (visionary)

· Manage customer information using internal tools such as the internal CRM system, deal pricing tool, and/or regional sales spreadsheets

· Deliver quality presentations (both written and oral) and customized product demonstrations (POC)

· Serve as the Solution lead for new opportunities and direct large proposal efforts

· Understand customer business requirements to the depth you are able to spark conversation around new opportunities (what is possible with technology)

Solution Development (30%)

· Build relationships with Accenture, Microsoft, industry groups and customers

· Give input to the Global COE Team in developing and executing plans for brand development, customer referrals, market awareness and market positioning

· Represent Avanade at relevant customer and industry events and write POV documents/conduct webinars which create positive exposure for Avanade’s brand

· Contribute to the development of Avanade intellectual property, including assets and knowledge capital

· Evangelize the Customer Service/Contact Centre solutions across the Global regions

Customer Delivery (10%)

· Project kickoff support

· Customer/Prospect training

OBJECTIVES / METRICS for Avanade Customer Engagement BSA:

· Sales Support (sales and revenue targets)

· Solution Assets

· Harvesting of field-generated assets

· Continual Growth and Maintaining of technical skills and certifications

· Avanade Capability Readiness and Thought Leader (MU and Sales)

· Be active in Avanade technology communities & demonstrate leadership

· Be active in Customer Service/Contact Centre communities & demonstrate leadership

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Skills & Experience:

· Deep functional and technical acumen and understanding of Microsoft Dynamics CE for Customer Service, Nuance, Copilot Studio (AKA PVA)

· Understand and articulate integration architectures including development tools/products, and standards

· Strong customer service orientation

· Business Process Analysis and Design

· Contact/Call Center ISV solutions

· Strong knowledge of the following Microsoft (and underlying technologies): Azure, Voice (including ACS and Teams), Power Platform, Office365

About you:

· Minimum BS/BA in a technical discipline or equivalent.

· 10+ years experience in CRM either in pre sales, customer solution development. A delivery background is desirable.

· 10+ years exposure to Contact Centre technologies (eg. Nice, Genesys, Avaya, SAP);

· Data & AI, ERP experience is considered an asset

· Technical/Other Skills: SFDC knowledge is an asset.

· Demonstrated success in the leading and managing of people in a team-based environment.

· Excellent presentation skills.

· Strong written and verbal communication skills.

· Strong consulting and client facing skills.

Avanade® Is An Equal Opportunity Employer. Avanade prohibits discrimination and harassment against any employee or applicant for employment because of race, color, age, religion, sex, national origin, sexual identity or expression, sexual orientation, disability, veteran, military or marital status, genetic information or any other protected status.

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