Maximize Your Impact with TP
Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable 10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a Great Place to Work certified in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Chance
The Principal Solution Architect - Digital Transformation, AI CX is responsible for converting client business, operational, and technology needs into end-to-end solutions that are differentiated, technically sound, operationally viable, and commercially sustainable.

The role leads solution conceptualization during discovery, pre-sales, sales, and early project definition, acting as the primary bridge among clients, Sales, Consulting, Product, Transformation, Data, AI, Software Engineering, Operations, Cybersecurity, and technology partners.
The role owns the overall coherence of the solution from opportunity through transition and evolution during delivery, ensuring alignment among the client problem, value proposition, architecture, scope, assumptions, estimates, risks, KPIs, and expected outcomes.

The position combines business vision, Customer Experience and BPO industry knowledge, consulting capability, architectural judgment, and go-to-market orientation. The role is not expected to be the deepest specialist in every technology, but must be able to conceptualize solutions, make decisions, integrate specialist contributions, challenge estimates, and defend the solution with executive and technical audiences.

The Responsibilities

- Act as a trusted advisor to clients and senior stakeholders on digital transformation, AI, automation, and Customer Experience.
- Lead functional, operational, and technical discovery sessions to understand objectives, processes, customer journeys, pain points, volumes, channels, data, applications, integrations, and constraints.
- Establish the operational and technology baseline, differentiating explicit needs, root causes, constraints, and transformation opportunities.
- Translate client challenges into outcomes, value hypotheses, and actionable solution opportunities.
- Document high-level functional and non-functional requirements, assumptions, dependencies, risks, and open questions.
- Design the conceptual solution and end-to-end architecture across processes, people, channels, data, platforms, AI, automation, integrations, and operating model.
- Define components, flows, interfaces, responsibilities, dependencies, and integration criteria across TP assets, client platforms, and third-party solutions.
- Produce solution blueprints, context diagrams, information flows, functional views, and high-level architecture decisions.
- Ensure the solution addresses scalability, availability, resilience, security, privacy, observability, maintainability, and economic sustainability.
- Integrate contributions from AI, Data, Cloud, Software, Security, CX, and Operations specialists into one coherent and defensible solution.
- Evaluate alternatives and document trade-offs across value, time-to-market, cost, complexity, risk, and differentiation.
- Lead or support pre-sales processes, RFP/RFI responses, solutioning workshops, proposals, and executive and technical presentations.
- Co-create the value proposition, storyline, and technical-win strategy with Sales and Consulting.
- Define demos, proofs of concept, and proofs of value with specialist support, aligning scenarios and success criteria to the client problem.
- Validate critical capabilities, integrations, constraints, and risks that must be addressed before deal closure.
- Present and defend the solution, alternatives, and trade-offs with business, operations, technology, procurement, and executive audiences.
- Support opportunity qualification, maturation, prioritization, and progression.




- Define high-level scope, work packages, deliverables, exclusions, assumptions, and dependencies.
- Coordinate estimates with Transformation, Engineering, Data, AI, Operations, and partners, ensuring consistency among architecture, effort, and timeline.
- Define assumptions for volumes, concurrency, channels, storage, model consumption, licensing, infrastructure, and support.
- Build or validate the solution component and cost structure, including recurring and non-recurring costs.
- Work with Finance, Sales, and Delivery on fixed-fee, capacity-based, consumption-based, and outcome-based models.
- Assess TCO, unit economics, margin, cost sensitivity, and commercial sustainability.
- Ensure commercial and contractual commitments are consistent with real delivery capability.
- Evaluate build, buy, configure, reuse, or partner options for each relevant solution component.
- Identify and prioritize TP assets, products, accelerators, reference architectures, and reusable capabilities.
- Coordinate technical and commercial assessments of hyperscalers, ISVs, vendors, and partners.
- Assess vendor lock-in, licensing, roadmap, support, security, scalability, and long-term sustainability.
- Balance differentiation, speed to market, cost, control, and risk.
- Identify opportunities for productization and reusable component creation.
- Ensure continuity from the identified need through the proposed solution, sold scope, and actual implementation.
- Lead the pre-sales-to-delivery handover, ensuring clarity on architecture, scope, assumptions, KPIs, risks, dependencies, and pending decisions.
- Participate in kickoff, solution refinement, and design reviews during critical project phases.
- Maintain architectural oversight and validate significant changes to scope, design, or components.
- Resolve proposal-related ambiguity and facilitate decisions when new constraints emerge during delivery.
- Document deviations between sold and delivered solutions, protecting expected outcomes and solution integrity.
- Capture lessons learned to improve future proposals, estimates, and solutioning assets.
- Define baselines, value objectives, KPIs, and success criteria for each solution.
- Ensure the architecture and scope enable measurement of business, operational, experience, and efficiency outcomes.
- Support Delivery and Operations in reviewing adoption, benefits, and results at key stages.
- Identify expansion, cross-sell, and solution-evolution opportunities based on insights gained during execution.
- Contribute to business cases and value-realization models.
- Embed security, privacy, compliance, data segregation, residency, retention, and identity requirements from the design stage.
- Work with Cybersecurity, Legal, Privacy, and Compliance to anticipate constraints and accelerate approvals.
- Apply Responsible AI, human oversight, explainability, guardrails, and risk-management principles when AI is included.
- Ensure the solution addresses operational continuity, support, monitoring, fallback, and incident management.
- Escalate architecture or risk exceptions through the appropriate governance forums.
- Contribute to the evolution of the solution portfolio, offerings, playbooks, demos, pre-sales assets, and estimation models.
- Maintain current knowledge of TP capabilities, market platforms, and trends in CX, AI, automation, and cloud.
- Promote reuse of patterns and components, avoiding isolated or difficult-to-scale solutions.
- Mentor consultants, architects, and solutioning teams in discovery, storytelling, solution design, and viability assessment.
- Act as a senior representative in strategic conversations with clients, partners, and internal teams.

The Qualifications





- Bachelor s degree in Engineering, Computer Science, Telecommunications, Business, Economics, or a related field.
- Postgraduate degree or MBA in Digital Transformation, Strategy, Technology, Architecture, or a related discipline is preferred.
- Cloud, architecture, AI, CX, Agile, or consulting certifications are a plus.
- 10+ years of experience in technology, consulting, architecture, digital transformation, or solution delivery.
- 5+ years in Solution Architecture, Pre-sales Architecture, Consulting Architecture, or an equivalent role.
- Demonstrated experience conceptualizing complex end-to-end enterprise solutions.
- Track record across discovery, RFP/RFI, proposals, estimates, demos, proofs of concept, and executive presentations.
- Experience working directly with clients, sales teams, and implementation teams.
- Experience connecting pre-sales opportunities to projects that reached implementation or production.
- Experience in ecosystems involving multiple platforms, integrations, teams, and third parties.
- Hands-on experience with at least one major cloud provider.
- Strong understanding of Customer Experience, BPO, contact centers, and high-volume customer service operations.
- Knowledge of multi-country, multi-client, and mission-critical 24x7 operating models.
- Ability to connect solution decisions with KPIs such as AHT, resolution, containment, CSAT, quality, conversion, productivity, service level, cost per interaction, and cost per resolution.
- Knowledge of commercial models for professional services, technology, licensing, consumption, and outcomes.
- Enterprise solution architecture, system integration, APIs, microservices, event-driven architectures, middleware, and iPaaS.
- CCaaS, CRM, case management, WFM, Quality Management, Knowledge Management, interaction analytics, recording, reporting, and BI.
- AI, GenAI, Conversational AI, Voice AI, STT/TTS, Agent Assist, RAG, intelligent routing, automation, and human-in-the-loop.
- Data platforms, cloud, hybrid architectures, identity, security, observability, availability, resilience, and operational continuity.
- Ability to interpret technical documentation, understand APIs, review diagrams, challenge estimates, and analyze trade-offs.
- Daily coding is not required, but sufficient technical depth is expected to avoid full dependency on third parties for solution conceptualization and validation.
- Structured, strategic, and systems thinking.
- Ability to conceptualize and design end-to-end solutions.
- Executive storytelling, commercial communication, and technical credibility.
- Client, value, viability, and outcome orientation.
- Negotiation, expectation management, and ambiguity resolution.
- Cross-functional leadership and influence without formal authority.
- Ability to integrate business, operations, technology, and financial perspectives.
- Judgment to prioritize, manage risk, and make decisions with incomplete information.

Pre-Employment Screenings
By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Culture Belonging
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

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Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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