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.x

- 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.

Didn’t find the job appropriate? Report this Job

Similar jobs that you might be interested in