Deputy General Manager

CX – Senior Solution Architect

Role Summary

We are hiring a senior solution architect with deep Customer Experience (CX) and contact centre domain expertise to solution and shape deals for our pursuit team. The priority is genuine domain depth — hands-on CCaaS platform expertise, customer journey design, and the ability to hold a room in front of client decision makers. Experience in Delivery, consulting or platform/partner backgrounds would also be an asset.

Must Have

• Ability to explain, consult and provide solutions addressing key challenges and day-to-day delivery requirements across the CX value chain — pre-sales, customer onboarding, order management, sales support, technical support and more.

• Demonstrated experience designing customer journeys across voice and digital channels — current-state mapping, friction identification, and target-state design — using collaborative design tools such as Miro, Figma, Replit or equivalent. Journey work must be tied to measurable business outcomes (containment, AHT, first-contact resolution, CSAT, cost-to-serve).

• Hands-on depth in running demos using at least one enterprise CCaaS platform — Amazon Connect, Genesys Cloud, NICE CXone, Five9. Must have personally run solution demos and discovery sessions directly with customers. Should be comfortable being challenged on architecture, integration and commercial trade-offs.

• Fluency in core CX and support delivery metrics (resolution, CSAT/NPS, revenue, retention, cost-to-serve) and the ability to explain how design decisions move them.

• Strong customer-facing communication — able to consult, challenge and convince senior decision makers on business benefits, solution approach and pricing model.

Key Success Factors

• Customer Experience Management (CXM) / contact centre solution design experience across Hyperscaler, Manufacturing, Telecom or Retail managed services engagements.

• Proven track record of building proofs of concept and custom demonstrations showcasing use-case-specific solutions.

• Strong understanding of the business value delivered by CX transformation platforms, agentic implementations in CX, Gen AI based CX tools, intelligent automation and conversational assistants — and the judgement to tell a sound solution from a plausible-sounding one.

Day in the Life Of

• Own the solution across the bid lifecycle (solution ownership, bid management, collateral preparation), coordinating across Sales, Delivery, Finance and Product.

• Create, write, review and proofread proposals, responses and client presentations for quality, cohesiveness of win themes and accuracy of content. Excellent skills in MS Office (Powerpoint/Word/Excel)

• Contribute to resource sizing, commercial engineering, business case creation and curation of customer case studies.

• Support Sales and GTM with lead qualification, presentations, proposals, sales strategy and competitive intelligence.

• Design and present customer journey maps and solution blueprints as part of client-facing discovery and pitch sessions.

• Prepare pitches, POCs and roadmaps for customers across the globe.

• Create marketing assets supporting the GTM plan — website content, brochures, white papers, competitive value propositions.

• Maintain current technical and business knowledge of industry direction, platform roadmaps and new service offerings.

Qualifications and Experience

• 15–20 years of experience in CX / contact centre solutioning, CX consulting, pre-sales or delivery within a BPO, Techno-functional roles in CX Partner organizations

• Meaningful exposure to pre-sales, RFP/RFI response or deal pursuits. Candidates who have run large delivery operations (5+ years) and moved toward solutioning or sales support are welcome.

• Extensive and deep understanding of contact centre operations, technical support services and customer experience management offerings.

• Platform familiarity across the CX stack:

◦ CCaaS: Genesys Cloud, NICE CXone, Five9, Amazon Connect (depth required in at least one)

◦ CRM / engagement: Salesforce, Microsoft Dynamics

◦ Cloud & AI services: AWS, Microsoft Azure, Google Cloud

• Bachelor's degree in Engineering, Sciences, Mathematics, Computer Science or Business Management.

• Post Graduate Diploma in Management