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Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Votre rôle et vos responsabilités

Customer Service Solution Architect at IBM, you will be responsible for designing, developing, and implementing customer service solutions for enterprise clients. You will collaborate with global offering , sales, delivery, and technology teams to create scalable, AI-driven, and cost-effective solutions that enhance customer experience and operational efficiency. The role requires strong understanding for AI and automation solutions in the market. 

 

 

Your role and responsibilities

·       The role possess deep process transformation expertise coupled with deep expertise in technology, assets and assistants applicable to the Customer Service domain

·       Get certified on IBM Solution process ( Foundation initially) 

·       Develop end-to-end customer service outsourcing solutions, including voice, chat, email, and AI-driven automation.

·       Collaborate with internal ( Offering , Legal , Sales , technology , operations , transition , workforce management , Costing & pricing team ) and external teams ( IBM partners ) to develop / construct the solution 

·       Work with IBM Internal SAP , Service Now , Sales force , Caas , Data and technology teams to construct the solution. 

·       Compliance to IBM customer service solutions standards & Guardrails while designing solutions. 

·       Responsible to get IBM solution review board approval for Customer service solutions 

·       Define costing, pricing models, and business cases ensuring alignment with financial goals

·       Lead client workshops, RFP responses, and solution presentations.

·       Engage in Client discovery and assessment workshops 

·       Identify risks, scalability challenges, and optimization opportunities.

·       Ensure solutions meet compliance, security, and regulatory requirements.

·       Support pre-sales / pre-solution activities ( offering presentation to clients , initial business case , Understand client challenges , identify opportunities and AI use cases) 

·       Stay ahead of industry trends in contact centre technology, AI-driven support, and customer experience transformation.

Formation requise
Licence
Formation préférée
Licence
Expertise professionnelle et technique requise

·       Proven experience in customer service transformation and operations, outsourcing and or digital transformation.

·       10+ year’s experience in Customer services solution designing , pre sales 

·       Strong knowledge of AI/ML-driven chatbots, voice bots, self-service automation, and analytics.

·       Experience in RFP response, cost modelling, and business case creation.

·       Strong stakeholder management and CX transformation experience.

·       Understanding of Workforce Management (WFM), Quality Monitoring, and KPI-driven operations.

Expertise professionnelle et technique préférée

·       Customer-Centric: Experience in defining and validating customer needs, adept at shaping solution requirements with a focus on customer satisfaction.

·       Strong Leadership Skills: Exceptional leadership skills, with the ability to guide and inspire a team towards achieving strategic goals.

À propos de la Business Unit

IBM Consulting est l'activité de conseil et de services professionnels mondiaux d'IBM, avec des capacités de pointe dans la transformation des entreprises et des technologies. Avec une expertise approfondie dans de nombreux secteurs, nous offrons des services de stratégie, d'expérience, de technologie et d'exploitation à un grand nombre des entreprises les plus innovantes et les plus précieuses du monde. Nos collaborateurs se concentrent sur l'accélération des activités de nos clients grâce au pouvoir de la collaboration. Nous croyons au pouvoir de la technologie utilisée de manière responsable pour aider les gens, les partenaires et la planète.

VOTRE VIE CHEZ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

À propos d'IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Autres détails pertinents sur le poste

For additional information about location requirements, please discuss with the recruiter following submission of your application.