CX Solutions Architect – CX, AI, and Business Intelligence

Peak Support is a rapidly growing services provider offering a wide range of services such as customer support, sales operations and business process outsourcing to high-growth companies. Our headquarters is in Cambridge, Massachusetts with delivery teams across the Philippines, Colombia, Europe, and India.

Our mission is to empower our team to innovate and deliver beyond expectations, and we’re currently looking for a CX Solutions Architect to support this mission and grow with us!

Join a passionate team of innovators as a CX Solutions Architect at Peak Support, specializing in Customer Experience (CX), Artificial Intelligence (AI), and Business Intelligence (BI). In this position, you will play a pivotal role in designing and implementing scalable and transformative solutions for our clients. You will collaborate closely with cross-functional teams to understand client requirements, architect comprehensive solutions, and drive successful project delivery.

RESPONSIBILITIES:

· Understand client business objectives, challenges, and technical requirements to architect tailored solutions that align with their CX, AI, and BI goals.
· Design end-to-end solutions leveraging AI technologies, BI platforms, and CX frameworks to enhance customer engagement, satisfaction, and loyalty.
· Develop architectural designs, technical specifications, and implementation plans to ensure seamless integration of solutions into client environments.
· Collaborate with sales and account management teams to conduct pre-sales activities, including solution presentations, workshops, and demonstrations.
· Serve as a subject matter expert on AI, BI, and CX trends, methodologies, and best practices, providing guidance and recommendations to internal teams and clients.
· Conduct technical assessments, feasibility studies, and proof-of-concepts to validate solution concepts and mitigate risks.
· Work closely with development teams to provide technical guidance and oversee solution implementation, ensuring adherence to architectural standards and best practices.
· Provide ongoing support and technical assistance to clients, troubleshooting issues, optimizing performance, and driving continuous improvement initiatives.
· Stay abreast of emerging technologies, industry trends, and competitive landscapes to identify opportunities for innovation and differentiation.
· Foster strong relationships with clients, partners, and stakeholders through effective communication, collaboration, and value-driven engagements.

QUALIFICATIONS:

· 5+ years proven experience as a Solutions Architect or similar role, with a focus on CX, AI, and BI solutions required.
· 5+ years experience working with multiple CX/Omni-channel platforms required.
· 2+ years experience in BPO with deep understanding of Operations and Workforce Management best practices required.
· An understanding of Business Intelligence practices including database, data warehousing, ETL and visualization required; Microsoft Power Platform (e.g., Power BI, Power Apps, Power Automate) and Fabric preferred.
· Proficiency in AI/ML technologies, such as machine learning algorithms, natural language processing, and computer vision.
· Familiarity with cloud computing platforms (e.g., Azure, AWS, GCP) preferred.
· Some understanding of systems, networking, and infrastructure, particularly with standard security practices preferred.
· Excellent analytical, problem-solving, and decision-making skills.
· Exceptional communication, presentation, and interpersonal skills.
· Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
· Certifications in relevant technologies (e.g., Microsoft Certified: Azure Solutions Architect, Microsoft Power Platform Solution Architect, and/or CX platform certifications) preferred.

What we offer:

· Full-time, permanent employment opportunity
· 100% Remote work set-up
· Competitive compensation & benefits package
· Chance to be part of an awesome team!

Requirements

Technical requirements:

· Internet speed upload & download: at least 10mbps
· Device requirements (laptop or desktop)
· CPU
· Intel Core i Series (i3-7000, i5-4000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better / AMD Ryzen 3 2200G or better, Athlon 3000, Silver, Gold or better
· Apple M1, Intel Core i Series (i3-7000, i5-4000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better / AMD Ryzen 3 2200G or better, Athlon 3000, Silver, Gold or better.
· 8GB RAM
· Windows 10 (64-bit) or better; or MacOS 12 (Monterey) or better
· Genuine Windows version
· With active virus protection