Job Title – CX Solution Architect – Transformation – Senior Manager/AGM Work Location – Mumbai Work Model – Work from office Candidate Expectations & Responsibilities

This role is for a senior transformation solution leader who can connect business outcomes with modern contact centre technology, AI-led operating models and measurable execution plans. The role requires someone who can assess legacy processes and technology landscapes, design target-state architectures, build phased transformation roadmaps and quantify value through productivity, experience, quality and cost outcomes. The person should be comfortable working with Senior Business, Technology, Security and Operations stakeholders, and should be able to translate technical possibilities into practical, compliant and commercially viable solutions.

Responsibilities & Duties 18+ years of CX/contact center transformation solutioning (18+ yrs, 10+ yrs contact center); CCaaS/CRM platforms (Genesys, NICE, Salesforce, ServiceNow, etc.); AI/GenAI & automation solution design; RFP/RFQ & business case development

Lead end-to-end solution strategy for transformation deals covering CX modernization, contact center transformation, digital operations, AI, automation, analytics and operating model redesign.

Assess current-state processes, technology stack, data flows, integration landscape, agent workflows, knowledge maturity and operational KPIs to identify transformation opportunities.

Design target-state solutions across CCaaS, CRM, agent desktop, case management, knowledge management, workforce management, quality automation, speech/text analytics and reporting layers.

Bring technical working knowledge of platforms such as Genesys, NICE, Amazon Connect, Five9, Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, Pega,



Verint, Calabrio and leading AI/automation ecosystems.

Define integration requirements across APIs, middleware, event streams, CTI, IVR, bot orchestration, CRM objects, data lakes, enterprise identity, reporting platforms and upstream/downstream enterprise systems.

Shape AI and GenAI solution constructs including virtual agents, agent assist, summarization, intent classification, next-best-action, knowledge retrieval, quality insights, workflow automation and proactive engagement.

Evaluate LLM and Agentic AI readiness across use-case fitment, data availability, prompt design, retrieval-augmented generation, human-in-the-loop controls, guardrails, audit trails and model performance monitoring.

Build transformation roadmaps with clear phases, dependency mapping, migration approach, pilot design, adoption planning, control gates and measurable benefits realization.

Create robust business cases covering productivity gains, cost takeout, containment, AHT reduction, FCR improvement, digital shift, quality uplift, revenue enablement and transformation investment payback.

Prepare solution architecture narratives, process maps, technology assumptions, delivery models, commercials, transition plans and executive-ready proposal content for RFP/RFQ responses.

Assess non-functional needs including scalability, resilience, latency, observability, release management, data retention,



encryption, access controls, disaster recovery and service continuity.

Ensure transformation solutions comply with data privacy, information security, AI governance, client risk requirements, consent management and industry-specific regulatory expectations.

Define governance routines for transformation execution, including design authority, KPI tracking, benefits governance, risk management, change control and adoption effectiveness.

Maintain awareness of competitor offerings, emerging technology trends, platform capabilities and partner plays that can improve the strength and differentiation of transformation pursuits.

Ensure responsible, transparent and secure deployment of automation and AI, with clear controls around explain ability, bias,

Qualifications Bachelor’s or Master’s degree in Engineering OR Technology.

Robust understanding of contact center architecture, CRM/Cacaos platforms, workflow orchestration, analytics, automation, AI/GenAI, integration patterns and technology-enabled operating models.

Hands-on experience in presales, solution architecture, transformation roadmap creation, RFP/RFQ responses, business case development, technical solution defense and executive stakeholder engagement.

Ability to work with both business and technology stakeholders, and to convert complex technical concepts into clear solution constructs, commercials and implementation plans.

Preferred certifications or formal learning in cloud contact center platforms ,

CRM, enterprise architecture, Lean Six Sigma, Agile, AI/GenAI, data analytics, automation, COPC or CX transformation.

Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)

📌 CX Solution Architect – Transformation – Senior Manager/AGM - Mumbai
🏢 Golden Opportunities
📍 Mumbai