About Firstsource
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Job Overview:
The role has the accountabilities of architecting the technical design and implementation of CCaaS and digital solutions across contact center clients.

Key Roles and Responsibilities:
Conversant in current and best practices as they apply to customer experience, journey mapping,



marketing and sales enablement processes
Providing technical and industry-specific CX subject matter expertise to support requirements gathering, technical solution design, and implementation oversight
Understanding how data and voice analytics work, use cases, direct use, and business benefit that it drives
Understands emerging CX philosophy and practices and impact of technology like AI, ML, RPA, Bots, conversational IVR, AR/VR etc. in delivering enhanced experience
Executes client-facing projects that include introducing/executing Firstsource suite of products. Ideally comes from a contact center industry background.
Serving as the primary point of contact between Firstsource and our client for technical solutions
Design technical architecture of client applications with partner and Firstsource solutions, demonstrate technical feasibility and operational details to client IT stakeholders
Conducting regular meetings and discu

📌 Director - CcaaS (India)
🏢 Firstsource
📍 India