CX- Presales Solution Architect

Latinum HR Solutions · India

Job Description

Solution Architect – Customer Experience

Location:

Gurgaon, India (Preferred)

The Opportunity

This pivotal role will act as a Solution Architect and lead all presales and solution pursuits (reactive and proactive) across customer operations, business process services, and customer experience engagements. This role is for an experienced solution leader who can bring practical contact center and customer operations experience, commercial acumen, and a deep understanding of customer experience and business transformation landscapes.

The individual will work closely with Sales, Operations, Technology, Finance, and Delivery teams to develop winning solutions for clients across industries and geographies. They should be able to understand a client’s current operating model, identify transformation opportunities, and build clear, value-driven solutions that balance customer experience, operational efficiency, risk management, scalability, and return on investment (ROI).

The Responsibilities & Duties

• Lead solution design, deal strategy, and pursuit approach for proactive and reactive opportunities across customer operations, business processes, digital transformation, and customer experience domains.
• Collaborate with account and sales teams to qualify opportunities, define win strategies, shape deals, define scope, and create client-specific value propositions.
• Analyze client operating models, customer journeys, business processes, and service delivery environments to design scalable and outcome-focused solutions.
• Bring working knowledge of customer engagement technologies including CRM platforms, agent desktops, knowledge management, conversational AI, chatbots, live chat, email management, social engagement, workforce management, analytics, and automation platforms.
• Create proposals, solution presentations, operating models, effort estimations, commercial inputs, staffing plans, service level frameworks, and transformation roadmaps.
• Lead and review RFP/RFQ responses, support internal governance and approval processes, conduct leadership reviews, and confidently present solutions to client stakeholders.
• Assess current-state processes, identify optimization opportunities, and recommend improvements across channel strategy, automation, self-service, quality management, workforce effectiveness, training, knowledge management, and customer experience.
• Evaluate compliance, regulatory, security, and risk considerations applicable to the client environment, including data privacy and governance requirements.
• Develop business cases and financial models covering productivity improvements, operating cost optimization, automation benefits, transformation investments, pricing assumptions, and expected return on investment.
• Monitor industry trends, emerging technologies, competitive capabilities, and strategic partnerships that can strengthen client propositions and solution offerings.
• Support due diligence activities, discovery workshops, assessments, and client visits, including structured information gathering, process validation, and operating model analysis.
• Design AI-enabled and digitally enabled solutions that improve customer experience, employee experience, operational efficiency, and business outcomes across various business processes.
• Promote responsible adoption of AI and digital technologies with strong focus on transparency, governance, privacy, security, compliance, and business value realization.

Required Qualifications

• Bachelor’s or Master’s degree in Business Administration, Engineering, Technology, Operations Management, or a related discipline .
• 15+ years of experience in customer operations, business process services, consulting, digital transformation, customer experience, or related domains, including substantial experience in contact center and customer operations environments.
• Strong understanding of customer service, customer experience management, digital channels, operational excellence, and business transformation frameworks.
• Proven experience in solution architecture, presales, bid management, proposal development, client presentations, deal shaping, operating model design, and commercial/business case development.
• Excellent stakeholder management and executive communication skills, with the ability to engage senior client and internal leadership.
• Experience working with cross-functional teams spanning sales, operations, technology, finance, and delivery organizations.
• Preferred certifications or formal learning in Solution Architecture, Customer Experience (CX), CRM Platforms, Contact Center Operations, Service Design, Lean Six Sigma, Process Excellence, Digital Transformation, Cloud Technologies, Data & Analytics, AI, or Intelligent Automation.

Share your CV: rachna@latinumhr.com | jobs@ats.latinumhr.com