Solution Architect :

We are looking for a dynamic and innovative Solution Architect to join our Digital Customer Experience (DCX) Business Unit. This role will focus on designing operationally strong, scalable, and out-of-the-box B2C Tech Support solutions for RFx pursuits.

The ideal candidate will have a strong background in customer support operations, process design, and service delivery excellence - with the ability to creatively envision future-ready solutions, including automation and AI possibilities, while detailed build-outs will be handled by specialist teams.

Key Responsibilities :

- Lead solutioning for B2C Tech Support RFx responses, emphasizing operational excellence, process innovation, and service delivery models.

- Create end-to-end operating models across omnichannel support (voice, chat, social, messaging, email) with efficiency, scalability, and customer experience as key drivers.

- Design staffing strategies, shift models, location mixes (onshore, offshore, hybrid), and workforce optimization plans.

- Build transformation roadmaps that integrate process re-engineering, automation opportunities, Flexi workforce models, and continuous improvement frameworks.

- Articulate the "Art of Possible" by envisioning how automation, AI, and digital enablers can enhance support operations - identifying opportunity areas without getting into technical architecture (detailed solutioning will be owned by the Innovation Lab / Practice teams).

- Introduce out-of-the-box ideas such as flexible staffing, intelligent escalation models, microservice-based support teams, self-service strategies, and innovative governance models.

- Collaborate closely with Sales, Delivery, Pricing, Technology Labs, and Practice teams to create differentiated, client-specific solutions.

- Analyze client hot-buttons and pain points to tailor solutions that balance experience, cost, and agility.

- Present solutions during client workshops, bid defenses, and orals.

- Maintain a library of solution assets, best practices, and accelerators for reuse and refinement.

Required Skills and Experience :

- 8-12 years of experience in B2C Customer Support Operations, Solutioning, or Service Delivery for consumer tech, retail, telecom, or digital sectors.

- Strong expertise in process design, service blueprinting, and operating model creation.

- Experience with RFx solutioning - responding to RFPs/RFIs with structured, customized solutions.

- Ability to conceptualize the application of automation and AI (Conversational AI, Agent Assist, Analytics, Knowledge Management) to improve operations, even if not building technical solutions directly.

- Knowledge of industry best practices for B2C Tech Support - quality frameworks, escalation management, workforce management, and performance management.

- Proven ability to design outcome-driven solutions (SLA/KPI focused) blending people, process, and digital elements.

- Strong stakeholder management skills, with the ability to work across multiple functions under tight timelines.

- Excellent communication skills - ability to craft compelling solution narratives and executive presentations.

Preferred Qualifications :

- Exposure to customer support transformation initiatives (e.g., Flexi workforce, shift-left models, self-service acceleration).

- Familiarity with tools and methodologies like COPC, ITIL, Six Sigma (preferred but not mandatory).

- Prior experience framing automation/digital interventions in customer support (conceptual level).

- Previous experience in a BPO, managed services, or digital consulting environment.

Behavioral Competencies :

- Strategic, customer-first mindset with a strong orientation towards innovation and problem-solving.

- Visionary thinking to anticipate future trends and customer needs.

- Collaborative team player who thrives in a fast-paced, high-impact environment.

- High ownership, self-motivated, and outcome-oriented.