{"id":1221415,"url":"https://alion.io/job/supportninja-service-delivery-solutions-architect","title":"Service Delivery Solutions Architect","company":{"id":6256,"name":"SupportNinja","domain":"supportninja.com","url":"https://alion.io/company/supportninja","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":20000,"max_usd":48000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":652},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Prompt Engineering","optional":true}],"status":"live","first_seen_at":"2026-07-04T02:00:00Z","employer_posted_date":"2026-07-04","last_verified_at":"2026-09-25T12:17:35Z","board_verified":true,"closed_at":null,"days_open":85,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":85},"description":"Work Set Up: Hybrid (either Sanctum, SM North EDSA, Quezon City or Hideout in Clark, Pampanga) 4x onsite, 1x remote\nThe Service Delivery Solutions Architect is responsible for the review and evaluation of operational solutions submitted by the Sales team. This role assists in assessing deal requirements, ensuring alignment with service delivery capabilities, and supporting the development of scalable operational models. The Solutions Architect works closely with Service Delivery, Sales, Workforce Management, and Pricing teams to help ensure proposed deals are operationally feasible and aligned with company delivery standards.\nThis role contributes to the deal review process by gathering information, validating assumptions, and identifying potential operational considerations that may impact service delivery performance.\nWhat does a day in the life of a Service Delivery Solutions Architectlook like?\nSupport the review of Sales-submitted Deal Reviews in CRM, ensuring information provided in discovery notes aligns with proposed operational delivery models\n\nAssist in validating deal assumptions related to workforce availability, service delivery requirements, and operational feasibility\n\nParticipate in scoping and discovery calls when needed to capture operational and technical requirements\n\nReview call recordings and sales documentation to help ensure accurate operational understanding of client needs\n\nAssist in reviewing proposed KPIs and service level expectations, including metrics such as: Average Handle Time (AHT), CSAT / NPS, First Contact Resolution (FCR), SLA attainment, Occupancy and utilization, Schedule adherence, Attrition and absenteeism\n\nSupport the analysis of staffing models and delivery assumptions, including: Demand forecasts, Staffing levels (FTE), Hours of operations (HOO), Basic workforce management considerations\n\nAssist in reviewing pricing and staffing assumptions in collaboration with the Pricing and Finance teams\n\nIdentify potential operational considerations or risks and escalate findings to senior Service Delivery leaders\n\nSupport the coordination of incoming deal reviews and help route opportunities to appropriate Service Delivery stakeholders\n\nCollaborate with Sales, Workforce Management, Pricing, Finance, HR, and Talent Acquisition teams to gather relevant deal information and recommend solution changes that improve long-term account health and delivery stability on behalf of the entire Service Delivery team.\n\nContribute to documentation used during deal review discussions and support preparation of operational summaries\n\nAssist in developing operational responses for RFIs and RFPs as requested by senior team members\n\nHelp maintain documentation related to delivery models, solution guidelines, and operational standards. Manage the 'SD Deals Assignment' process, matching incoming opportunities with the appropriate Service Delivery leads based on vertical expertise and bandwidth\n\nSupport efforts to ensure solutions are aligned with existing delivery capabilities and operational best practices\n\nAdhere to company policies and procedures\n\nMeet or exceed performance targets for related KPIs\n\nContinuously improve knowledge of company services, outsourcing operations, and workforce management principles through training and professional development\n\nMaintain a positive, professional, and collaborative attitude toward colleagues and stakeholders\n\nPerform other duties as assigned\n\nWhat are the required qualifications for a Service Delivery Solutions Architect?\nBachelor’s degree in Business, Operations, or a related field (or equivalent experience)\n\nMinimum of 2 years of experience in outsourcing operations, contact center environments, workforce management, or a related operational support role\n\nBasic understanding of contact center KPIs and service delivery metrics such as AHT, CSAT, SLA attainment, and productivity measures\n\nFamiliarity with workforce management concepts including staffing models, scheduling, and capacity planning\n\nExperience working with CRM systems such as HubSpot or Salesforce\n\nProficiency in Microsoft Excel or Google Sheets for data analysis and reporting\n\nStrong analytical and organizational skills with attention to detail\n\nAbility to collaborate cross-functionally with Sales, Operations, and support teams\n\nStrong written and verbal communication skills\n\nInterest in learning about outsourcing solution design, workforce planning, and operational strategy\n\nPreferred Qualifications\nFamiliarity with Prompt Engineering and how LLMs/AI tools can be integrated into CX workflows. Demonstrated expertise in: call centerKPIs and SLAs, Workforce Management and forecasting, Capacity and seat planning, outsourcing pricing models and outsourcing contracts. Certifications in COPC, Six Sigma, or WFM (Workforce Management) are highly preferred\n\nNinja Perks and Benefits\nFull-time employees\nCompetitive compensation\n\nAdherence to government-mandated benefits\n\nRetirement Savings Program with Company Matching\n\nLife Insurance\n\nHMO on day 1\n\nPaid time off, birthday leave\n\nBonus and incentive plans\n\nOpportunities for skills training and personal and professional development\n\nEmployee Referral Program\n\nBeautiful office space (for onsite employees)\n\nFree lunch provided daily (for onsite employees)\n\nExperience infinite funso you can have infinite growth. Discover A Better Way to Grow! Are you ready?\nIf you are interested, you can access your instant interview here: https://alpharun.com/i/VFTSfcCmVnsbHOw6YEK_R\nDisclaimer:\nThe duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.\nSupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.","description_format":"text","description_chars":6090,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-25T12:10:26Z"}],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.75,"p_room":0.36,"age_days":84,"expected_fill_days":53,"reasons":["conf:17","win:tail","crowd:"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/supportninja-service-delivery-solutions-architect","json_url":"https://alion.io/job/supportninja-service-delivery-solutions-architect.json","meta":{"generated_at":"2026-09-27T02:44:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2505,"day_limit":5000,"remaining_today":2495,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}