Role: CX - Solution Architect
Experience: 12–15+ years (with at least 7+ years in Contact Center / Customer Experience solutions)
Role Summary:
This position is designed for a highly experienced professional (12–15+ years) with extensive expertise in Contact Center and Customer Experience solutions (minimum 7+ years directly in this space). The Solution Architect is responsible for designing transformative CX solutions, leveraging advanced technologies and tailoring strategies for global clients.
Key Responsibilities:
- Analyze client needs and craft tailored CX solutions that focus on efficiency, digital adoption, cost reduction, and enhanced service quality.
- Collaborate with teams across Sales, Transformation, Bid Management, IT Infrastructure, Pricing, and Operations for solution development.
- Prepare persuasive proposals, RFP/RFI/RFQ responses, and client-focused value presentations.
- Lead presentations, solution defenses, and workshops for clients and C-level executives.
- Support the commercial aspects of opportunities and demonstrate business value in proposals.
- Develop industry thought leadership through white papers, points of view, and case studies on CX.
- Be available for domestic and international travel to client sites as required.
- Required Skills & Expertise
- In-depth knowledge of contact center workflows and technologies, including IVR, Chat/Chatbots, GenAI, CCaaS, AR, and CRMs.
- Proven experience in CX Operations, Pre-Sales, and global Solution Design.
- Strong communications and presentation abilities, especially with C-level stakeholders.
- Advanced proficiency in MS PowerPoint, Excel, and Word for solutioning and proposal drafting.
- High level of analytical, decision-making, and independent problem-solving skills.
- Ability to perform effectively under tight deadlines and in ambiguous conditions.
Key Attributes:
- Commitment to continuous learning; stays up-to-date with rapidly evolving customer experience technologies.
- Flexible to travel and work extended hours when needed.
- Strong independent work capabilities, balanced with collaborative teamwork.
