Sr. CX/EX Solution Expert

Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

 

A Solution Expert is a versatile professional who specializes in advising clients on leveraging their business, strategical and technical acumen to improve their operations, efficiency, and overall performance. Their primary purpose is to guide clients through their digital and technological journey, understanding, advising, and analyzing requirements to devise innovative solutions and ensure their successful integration and implementation.

 

The Solution Expert is at the forefront of innovation, working with diverse clients across various industries. They are the clients' trusted advisor, helping them unlock the full potential of technology to achieve their business goals.

 

Throughout the lifecycle of a client contract, the Solution Expert is accountable for the solution architecture knowledge based on their business and/or technical expertise. He/she is customer-facing and responsible for building and fostering relationships with external vendors/partners and internal teams from early business development phase to build & run phases. Solution Experts are encouraged to expand the business scope within their client's environment.

 

The Solution Expert works with clients at the business and IT executive or management levels to define their digital strategy, focusing on digital business optimization and digital business transformation. This is achieved by combining strategic and/or technical approaches to create executive-level and/or technical-level IT infrastructure strategies, develop business and technical roadmaps and horizon planning, generate new use cases, assess risks and benefits of transformations, and create business cases for investment approval across different streams.

 

• Understand customer objectives and requirements to position, create, and propose CX/EX SVP solutions that align with their needs.
• Champion CX/EX SVP Solutions:
  • Act as a key advocate for CX/EX SVP.
  • Accountable for end-to-end solutions, combining relevant products and ensuring service wrap costing and sizing support ownership.
• Own CX/EX SVP Solution Activities from qualification to handover:
  • Qualification Phase: Understand and influence customer requirements, position a consulting-led approach, engage with partners, and prepare internal teams before RFPs.
  • Proposal Phase: Define solution strategy, design (or support the design of) the optimal solution, validate solutions, write proposals, and ensure accurate costing.
  • Contract & Handover Phase: Support contract signature and ensure seamless transition to delivery teams.
• Be the Specialist for CX/EX SVP Solutions:
  • Maintain in-depth knowledge of SVP solution blueprints.
  • Stay up to date with market technology trends related to CX/EX SVP.
• Solution Cost Ownership:
  • Strong understanding of operational models, build organizations, and associated costs.
  • Benchmark cost bases against market standards, ensuring fair and accurate scoping.
  • Prevent duplication or gaps in Level of Effort (LoE) assessments.
• Single Point of Contact (SPOC) for CX/EX SVP Solutions:
  • Support Sales Specialists in customer discussions related to CX/EX solutions.
  • Build trusted relationships with key customer technology stakeholders.
  • Engage with partner solution contacts as needed.
• Contribute to CX/EX SVP Solution Evolution:
  • Collaborate with internal product teams, share customer feedback, and influence the product roadmap.

Support the creation and adaptation of reusable CX/EX SVP blueprints.

Knowledge & Abilities

Technical & Industry Expertise:

• Strong knowledge of CX/EX Strategic value propositions across Cisco, NICE, GENESYS, Microsoft, Salesforce, SYNDEO, Google Dialogflow, and Sprinklr.
• Expertise in ITSM platform-related solutions.
• Experience with Agile methodologies and frameworks.
• Solid understanding of IaaS/PaaS/SaaS and cloud transformation concepts (AWS, Azure, GCP).
• In-depth knowledge of CX/EX SVP solutions, blueprints, and technology trends.
• Basic commercial acumen and understanding of legal concepts.

Soft Skills:

• Ability to structure and lead solution teams to deliver high-quality solutions within deadlines.
• Strong presentation and communication skills to convincingly engage with customers.
• Ability to visualize, simplify, and explain complex technical and business solutions.
• Solid negotiation skills for customer and internal discussions.
• Strong project management capabilities.

Languages:

• Fluent in English (speaking, writing, reading, listening).

You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.