CX Architect

Customer Experience (CX) Architect

Company Overview

Position Summary

The CX Architect role is responsible for new sales delivery for all major WTI brands, including the legacy operating divisions Waterfield Technologies, Chrysalis, Digital DataVoice (DDV), Blueworx, Altura, VoxGen, and Speech-Soft. The fundamental and primary objective of Waterfield sales personnel is to drive high value, recurring revenue transactions. Accordingly, the sale of Waterfield professional services, managed services, and the resale of third-party cloud and premise products are preferred and encouraged as part of your summary compensation plan:

• CX Strategy & Digital Consulting – design and roadmap a customer’s digital transformation
• Omni-Channel Orchestration – create seamless CX across all channels
• Automation & AI – optimize CX with AI, RPA, and machine learning
• Contact Center Software – power customer interactions over voice, chat, SMS text, and social media
• Employee Experience – develop, engage, and empower associates
• Data Analytics – convert data into actionable insights

Key Responsibilities

• Act as the Subject Matter Expert to Sales: Work with Sales Leadership, Account Executives, and Business Development to identify, pursue, and close new sales opportunities for Waterfield by building strategic, mutually beneficial relationships between the company and its key customers, to build trust between the two organizations by focusing on value and enabling alignment across the company.

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  Engaging with prospects in understanding and ensuring placement of relevant deal dynamics including budget, authority, need and timeline validation points and finding innovative methods to secure new business.

• Provide the sales team with the tools they need to successfully perform demonstrations including instructions, outlines, and videos.

• Create and deliver technical demonstrations and presentations to potential customers.

• Work with sales team to create winning responses to prospect questions as well as contributing to RFPs.

• Maintain an RFP questionnaire repository, ensuring it remains current.

• Provide support, including triage, troubleshooting and resolution of issues, with our internal product and application development teams, as it relates to the sales process.

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  Evolve Your Sales Approach: Waterfield is an organization focused on selling higher value goods and services to the enterprise contact center market including, as needed, more robust integration of key selling narratives such as the value of cloud technology and the benefits of AI/IVA, CCaaS, and WFM/WFO Solutions.

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  Successfully articulate and present compelling, evolved narratives beyond the traditional stories currently or have historically presented.

• Engage with non-Waterfield personnel to clearly articulate the key value proposition of our goods and services as compared to others in the marketplace.

• Constantly research, explore and seek to understand the sales propositions and value-added narratives of our market competitors to optimize and help craft an ongoing sales approach for Waterfield.

• Engage in third-party trade shows and partner panels and forums to assist in the ongoing positioning of Waterfield services.

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  Explore New Opportunities Through Strategic Partnerships and Alliances: Your role will be front and center as the voice of Waterfield to key partners and outside alliances. Your responsibility is to find and pursue successful avenues to create mutually beneficial working relationships that ultimately drive new sales for Waterfield.

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  Sales figures generated through partner presented leads and opportunities.

• Frequently engage and cultivate progressive relationships and document the expected metrics necessary to show partner / alliance evolution.

• Leverage various members outside your team to assist in supporting and driving the requisite partner motions as necessary in the partner plan.

• Constantly evaluate and explore opportunities presented by new partners.

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  Salesforce Database Management: Accurately update Salesforce.com Lead, Contact, Account, and/or Opportunity records to reflect the status of awareness, engagement, interest, and stage progression.

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  Follow established Lead Generation and Sales Operations processes by utilizing forms and documentation and logging daily activities in Salesforce.

• Deliver regular updates on Lead Generation and Sales efforts to leadership teams.

• 100% compliance with all weekly activity reports and monthly reports.

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  Perpetuate a Culture of Customer-First Sales Execution: Sales should be viewed and seen as the positive lifeblood of the organization. This is driven by a relatable, approachable sales representative that can engage and positively work alongside any member of the organization in a manner suitable to further drive and extend Waterfield sales objectives.

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  Ability to, at any time, clearly articulate and present data driven statistics regarding our sales performance under your governance, our sales expectations for the immediate future and possess and articulate key obstacles or drivers that will influence and contribute to additional sales

• Be an approachable member of the sales team, familiar to and known by all employees of the business.

• Pursue outside sales training and education programs, as you see fit and are interested in, that will enable you to continue to expand and cultivate your selling capabilities.

• Interact professionally with all members of the sales team, providing guidance, ideas, suggestions, and inputs to all functioning areas of the business as you see beneficial and appropriate.

Qualifications

• Strong analytical skills with the ability to derive insights from data and customer feedback.
• Proficiency in CX design tools and software.
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
• Strategic thinker with a creative and innovative mindset.
• Knowledge of user-centered design principles and methodologies.
• Ability to balance customer needs with business goals.
• Strong project management skills, with the ability to handle multiple projects simultaneously.
• Change management experience is a plus.
• Relevant certifications (e.g., CXPA, CCXP) are advantageous.

Physical Requirements

• Sitting: Ability to be able to sit for long periods.

• Lifting: Ability to lift equipment and or tools up to 20 pounds.
• Manual dexterity: Hand-eye coordination and manual dexterity to operate equipment and perform tasks such as assembling or disassembling machinery or devices.
• Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals.
• Hearing: Normal or corrected hearing to communicate with colleagues or customers.
• Agility: Agile and able to work in tight spaces such as server rooms, data centers, etc.

Waterfield Tech is proud to be an equal-opportunity employer.

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.