About the Role:
We are looking for a Senior Solutions Development Consultant to lead end-to-end BPO solution design across our Customer Experience (CXM), Trust & Safety (TnS), and Digital Experience (DX) portfolios. This role plays a critical part in supporting new logo pursuits, renewals, growth opportunities, and change orders, acting as the central point of accountability for solution integrity throughout the sales cycle.
You will work closely with Cross-Functional Teams (Delivery, WFM, HR, Commercial, Finance, Legal, Transition & Technology) to build accurate, scalable, multi-geo solutions and ensure seamless translation of the final solution into the Statement of Work (SOW).
This is a high-impact role suitable for candidates with deep BPO solutioning experience, not IT services or proposal-only backgrounds.
Key Responsibilities
Solution Design & Ownership
- Own the end-to-end design of BPO solutions across CXM, TnS, and DX portfolios.
- Analyse client requirements, business challenges, volumes, and operational constraints to build customer-aligned solutions.
- Develop FTE models, staffing structures, multi-geo delivery models, workflows, SLAs, KPIs, assumptions, and transformation roadmaps.
- Independently lead low, medium, and high complexity opportunities.
Cross-Functional Coordination
- Work with Delivery, WFM, HR, Finance, Legal, Commercial, Transition, and Technology teams to finalise solution components.
- Ensure inputs from all stakeholders are consolidated accurately and delivered on time.
- Present solution recommendations to internal leadership and client stakeholders when required.
Documentation & SOW Creation
- Translate approved solutions into contract-ready documentation, including:
- Statement of Work (SOW)
- Scope descriptions
- Service models
- Assumptions & exclusions
- Validate all solution elements for commercial and operational accuracy before sign-off.
Continuous Improvement
- Drive initiatives that improve solution efficiency, accuracy, automation, and speed-to-market.
- Contribute to internal frameworks, tools, templates, and best practices.
Required Experience & Skills
Mandatory
- 57+ years of BPO solutioning experience (CXM, Back Office, Trust & Safety, or Digital Experience).
- Experience designing multi-location, multi-LOB, multi-geo BPO solutions.
- Hands-on experience with FTE modelling, delivery model creation, transformation planning, and cross-functional solution alignment.
- Strong understanding of contact centre operations, operational workflows, and productivity levers.
- Experience preparing or contributing to SOWs and commercial documentation based on solution blueprints.
- Ability to manage multiple stakeholders and drive solution governance.
Good to Have
- Experience in Trust & Safety domain solutioning.
- Exposure to automation, digital tools, or AI-driven optimisation.
- Client-facing presentation or proposal defence experience.
Who Should NOT Apply
- IT presales/proposal profiles
- CRM/ERP solution architects
- Purely sales or documentation-focused profiles
- Candidates without a BPO delivery model or FTE modelling experience
Why Join Us
- Work directly with global leaders shaping the future of CX, Trust & Safety & Digital Experience.
- Opportunity to lead high-impact solutions for global brands.
- Collaborative cross-functional environment with strong career growth.
