Design, test, and deliver contact-center and self-service CX solutions. Lead requirements sessions, prioritize and refine feature backlogs, develop business cases, map requirements to designs, drive deliverables, optimize delivery processes, and build/maintain client relationships.
PTP is a fast-growing system integrator that offers strategic customer experience (CX) solutions to our clients. We are looking for a CX Business Architect to help us design, test, and deliver CX solutions that provide our clients with a beautiful customer journey that achieves results. At PTP, we value aptitude and creativity as well as experience. We are a diverse organization and are looking for bright, enthusiastic, and committed professionals who strive to be the best at what they do.
Responsibilities
- Provide thought leadership to develop innovative business solutions for our clients
- Identify and pursue longer term initiatives that help maintain and grow accounts
- Prioritize features for major initiatives when planning releases
- Refine features in the backlog to clearly define requirements, benefits, and priorities
- Optimize delivery processes and methodologies to enhance efficiency and results
- Lead business requirements sessions with client staff
- Contribute as a member of delivery teams for business case development, design and testing
- Assist in mapping requirements to designs, maintaining traceability through the process
- Support the management of client expectations through day-to-day interactions with clients
- Guide client understanding of proposed solutions and the business value they will bring
- Own and drive the completion of project deliverables
- Develop, maintain and grow client relationships
Requirements
- 10+ years of business consulting experience on contact center, self service, and CX projects
- 5+ years on large-scale IVR projects
- Ability to develop business strategies based on analytical skills and business knowledge
- Experience working in large, complex client environments
- Excellent written and oral communication skills
- Excellent presentation skills
Salary is DOE and is extremely competitive. We are a growing company with a solid customer base, excellent compensation and benefits, and a collaborative yet flexible work environment.
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Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
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