Title: Solutions Architect - SA001
Location: The Americas

Summary

Knowledge Tranzfer is currently seeking a number of Solutions Architects in support of our customers' implementations of CRM technologies. The Solutions Architect functions as a member of a consulting team which conducts complex business process and technology/software design, development and deployment. The Solutions Architect provides architectural oversight for the development of business process, software applications, systems, and/or products specifically designed to solve the business problems related to CRM. The Solutions Architects' expertise and work efforts focus primarily on the implementation of CRM software products and/or the development of custom software solutions. The Solutions Architect works with other architects, various software developers, project managers, and business users to architect and design software products containing required features and functionality. As is typical with a leadership role such as this, duties are usually performed at a customer's facilities in partnership with the customer's business and IT personnel.

Responsibilities

• Lead the Knowledge Tranzfer project team while managing all aspects of solution implementation from inception to deployment.
• Gain knowledge of the respective client's industry and current business environment within which they operate.
• Acquire an in-depth understanding of the respective customer's business objectives and the corresponding technology (and process) solution components.
• Lead business requirements gathering and subsequent business analysis efforts.
• Lead business "blueprinting" activities following "Best of Breed" business practices and leverage the standard functionality offered by CRM package software.
• Collaborate with Knowledge Tranzfer's Technical Architects and Solution Engineers to translate a customer's business rules/requirements into a detailed technical specification.
• Facilitate project planning work session(s), develop project estimates, manage to milestones, plan and manage project implementation processes, and administer project close-out processes.
• Ensure the timeliness, suitability and quality of all project deliverables.
• Develop and maintain project status documentation and project schedules.
• Generate accurate work estimates and update/manage project schedules accordingly.
• Proactively identify, manage and mitigate project risks.
• Function as a point of contact for the customer ensuring optimum communication among all engagement stakeholders.
• Troubleshoot customer issues and escalate as required.
• Serve as a creative source of ideas/solutions to address problems to enhance individual, team and customer knowledge of CRM technologies and strategies.
• Build strong working relationships with customers, peers and external vendors.
• Proactively identify areas for improving processes and client service.
• Create Quality Assurance test plans and test cases.
• Lead customers in User Acceptance Testing efforts.
• Author and publish end-user and training documentation.

Mandatory Requirements

• Experience with CRM technologies in support of at least two of the following:
  • Data Warehousing
  • Campaign Management / Marketing Automation / Database marketing
  • Analytics / Business Intelligence / Enterprise Reporting
  • Sales and Customer Service delivery
• 4 year BS degree in Computer Science, OR equivalent work experience.
• 5+ years experience as a project/engagement lead managing the delivery of CRM solutions.
• 5+ years experience with all aspects of the software development lifecycle (SDLC).
• 3+ years in business process redesign.
• 3+ years gathering and analyzing business requirements. The candidate will possess a thorough understanding of business requirements elicitation, analysis, specification, verification and the ability to apply them in practice.
• Excellent analytical skills so as to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a more general understanding, distinguish user requests from the underlying true needs, and distinguish solution ideas from requirements.
• Proven ability to write requirements specifications according to standard templates - using natural language - simply, clearly, unambiguously, and concisely.
• Strong, persuasive personality with outstanding leadership and thinking capabilities.
• Strong negotiation skills and the ability to empathize/relate to customers and their needs.
• Excellent project planning and management skills.
• Strong attention to detail and quality. Self-motivated with minimum supervision required.
• Excellent written and oral communications skills.
• Highly adept at business development/proposal writing and possesses excellent concept-to-solution skills
• Proficient with the Microsoft Office suite (i.e. Word, PowerPoint, Excel), and Microsoft Visio.
• Highly knowledgeable of industry - and CRM - trends, issues, products and solutions.
• Proven - and excellent - written and verbal communication and leadership skills.
• Demonstrated ability to effectively communicate with diverse population of both technical and non-technical people, and drive / direct / influence positive outcomes.
• Lives near a major airport and be available to handle extensive travel to client site

Preferred Requirements

• 3+ years experience in the deployment of package CRM software (e.g. Epiphany, SSA CRM, Infor, Siebel, SAP, Oracle, Salesforce.com, etc.)
• Heavy experience using Microsoft Project to create and manage detailed software engineering project schedules.
• Experience deploying Computer-Telephony Integration (CTI) solutions in Call and multi-channel Contact Centers.
• Experience with automated testing tools (e.g. Mercury Test Director or LoadRunner).
• Experience performing Earned Value Management and Critical Path analysis.

How to Apply

Knowledge Tranzfer welcomes applications from all qualified candidates who meet or exceed the above requirements. However, only those candidates who demonstrate a complete understanding of the consulting profession - and the commitment required to be successful - will be considered.

For consideration, please forward your covering letter and resume to careers@ktzinc.com. In the Subject Line of your email, please reference the title and job code of the position for which you are applying. Covering letters and resumes are to be in Microsoft Word or Rich-Text format.

We are sorry, but due to the volume of responses received, only qualified applicants will receive a response. However, your resume will be maintained in our database should your skills and experience match a future position.

Knowledge Tranzfer is dedicated to leveraging the talent of a diverse workforce to create excellent opportunities for our employees, clients and partners.