Solution Architect, Supervisor

Company Description

RAYA Customer Experience (RAYA CX) offers advanced business process outsourcing (BPO) and customer experience management services to clients across diverse industries. Since 2001, RAYA CX has been a trusted partner for customer service, technical support, and global services for Fortune 1000 companies in North America, Europe, the Middle East, and Africa. Leveraging highly skilled talent from competitive labor markets, RAYA CX combines cutting-edge technology, robust strategies, and continuous innovation to deliver outstanding solutions. The company is committed to fostering exceptional service and operational excellence for its partners worldwide.

Role Description

This is a full-time, on-site role for a Customer Service Representative, based in Cairo, Egypt. The Customer Service Representative will handle inbound and outbound customer interactions, resolve inquiries or issues, and ensure customer satisfaction. Responsibilities include offering exceptional customer support, managing customer accounts, and addressing concerns in a professional and timely manner.

KEY RESPONSIBILITIES

Presales & Customer Engagement

Collaborate with sales and business development teams to understand customer business objectives, technical requirements, and operational challenges.

Act as a key technical advisor during the presales cycle, supporting customer meetings, workshops, solution discussions, and clarifications.

Deliver technical presentations, demos, and solution walkthroughs to prospective customers, showcasing platform capabilities and differentiators.

Build trusted relationships with customers by providing consultative, value-driven technical guidance.

Solution Architecture & Design

Assist the Solution Architect Lead in designing end-to-end contact center solutions covering voice and digital channels.

Develop solution architectures that are scalable, secure, resilient, and aligned with industry best practices and customer requirements.

Evaluate customer environments and propose suitable architectures, integrations, and migration approaches.

Ensure proposed solutions are technically feasible, commercially viable, and aligned with product capabilities and roadmaps.

BIDs, RFPs & Technical Proposals

Contribute to and support responses to BIDs, RFPs, RFIs, and technical questionnaires.

Prepare high-quality technical proposal sections, solution descriptions, architecture diagrams, and compliance matrices.

Address technical risks, assumptions, dependencies, and constraints clearly within proposals.

Support pricing and solution optimization activities by aligning technical scope with commercial considerations.

Handover & Delivery Alignment

Collaborate with delivery, implementation, and operations teams to ensure a smooth transition from presales to project delivery.

Ensure proposed solutions are clearly documented and aligned with delivery capabilities and customer expectations.

Support clarification sessions during early delivery phases when required.

Knowledge Management & Continuous Improvement

Develop and maintain presales technical collateral, including solution architectures, reference designs, technical presentations, and best-practice documents.

Stay up to date with industry trends, emerging technologies, and competitor offerings in the contact center and CX domain.