Director - Solutions Architect

The role is responsible for developing and managing CX solutions, creating impactful collaterals, and driving market-facing engagements. This includes meeting clients, understanding their unique requirements, and crafting tailored solutions. The individual will actively participate in RFPs/RFIs, collaborate with client partners, and ensure solutions align with evolving market needs and business objectives.

Roles & Responsibilities:

• Engage with the Solutions, Pre-sales, sales, ops teams in identifying gather requirements, pain points, and business goals.
• Develop technical and business documentation, including architecture diagrams, solution overviews, and value propositions (including cost benefit analysis)
• Collaborate with necessary stakeholders in preparing the entire response based on requirements
• Assess and recommend CX tools (e.g., CRM systems, IVR, chatbot solutions), proprietary OR partner products and solutions
• Design integration strategies as needed from a technical perspective
• Work closely with IT, operations, marketing, and analytics teams to ensure solution feasibility and scalability
• Incorporate insights from operations and customer feedback to refine solutions
• Project planning - Define milestones, timelines, and deliverables for solution deployment
• Guide the implementation team on solution architecture and resolve technical issues
• Stay updated on trends like generative AI, sentiment analysis, and predictive analytics that can drive customer experience and operational efficiency

Key Skills:

• Has worked on large scale enterprise solution design and architecture for contact centres
• Good oral and written communication
• Good interpersonal, influencing, and negotiation skills (stakeholder management, client interaction), planning, problem-solving and analytical skills
• Should be creative and have an innovative mindset
• Crisis, conflict management, and issues management skills
• An eye for detail as well as an understanding of the big picture
• Appreciate and understand client business.
• Good team management skills and people management skills
• Flexibility in meeting changing business needs

Qualification & Experience:

• Graduate/Postgraduate from reputed institute (Full Time)
• 10+ years of relevant solutioning, requirements gathering and business development experience (primarily contact centres and CX)
• Understands proposal, costing and pre-sales, contact centre technologies
• Worked in GenAI projects in the CX space will be an added advantage.
• Cross industry exposure
• Kore.ai experience
• Strong analytical and quantitative skills