Position: Solution Architect – Transformation (Retail)

Location: PAN India (Mumbai Preferred)

Experience: 18+ Years | Minimum 10+ Years in Contact Center Setting

Function: CX / Contact Center Transformation, Solutioning & Presales

Employment Type: Full-time

About Latinum

Latinum is a digital growth and global recruitment partner. We are hiring a Solution Architect – Transformation (Retail) for a leading client to drive Contact Center/CX transformation, AI-led solutions, and presales.

Key Responsibilities

- Lead end-to-end solution strategy for CX and Contact Center transformation deals.
- Assess current processes, technology, workflows, data, integrations and KPIs to identify transformation opportunities.
- Design target-state solutions across CCaaS, CRM, agent desktop, case/knowledge management, WFM, analytics and automation .
- Develop AI/GenAI and automation solutions including virtual agents, agent assist, summarization, knowledge retrieval, next-best-action and workflow automation.
- Define integration requirements across APIs, middleware, CTI, IVR, bots, CRM, data platforms and enterprise systems .
- Build transformation roadmaps covering migration, pilots, adoption, dependencies and benefits realization .
- Develop business cases covering productivity, cost savings, AHT, FCR, containment, digital adoption, quality and ROI/payback .
- Lead RFP/RFQ solutioning , architecture narratives, process maps, commercials, transition plans and executive proposals.
- Work closely with Business, Technology,



Security and Operations leadership and defend technical solutions with senior stakeholders.
- Ensure solutions address security, privacy, AI governance, compliance, scalability, resilience and risk requirements .
- Define transformation governance, KPIs, benefits tracking, risk management and change control.
- Stay updated on competitor offerings, emerging technologies, CCaaS platforms and AI/automation trends .

Required Skills

- 18+ years of experience in customer operations, consulting, BPO, digital transformation, contact center technology or enterprise CX transformation , including at least 10 years in contact center environments.
- Strong understanding of CCaaS / CRM platforms such as Genesys, NICE, Salesforce, ServiceNow, Amazon Connect, Five9, etc.
- Hands-on experience in AI/GenAI & Automation solution design .
- Strong Presales, Solution Architecture, RFP/RFQ and Business Case development experience.
- Experience creating transformation roadmaps, implementation plans and commercials .
- Strong executive-level client and stakeholder engagement skills.
- Understanding of contact center architecture, integrations, analytics, workflow orchestration and technology-enabled operating models .

Good to Have : Cloud Contact Center / CRM certifications, Agile, Lean Six Sigma, COPC, AI/GenAI, Data Analytics, Automation or CX Transformation certifications.

Qualification

Bachelor’s or Master’s degree in Engineering / Technology .

Interested candidates can share their updated CV at: [email protected] Or [email protected]

📌 Solution Leader – Retail CX Transformation (Mumbai)
🏢 Latinum Hr Solutions
📍 Mumbai