Drive solution strategy and business development for global clients as a senior solutions and business development manager applying deep expertise in customer experience solution architecture and emerging agentic artificial intelligence. Collaborate with cross functional teams in a hybrid work model to shape complex online and hi tech engagements that accelerate client growth strengthen brand loyalty and create measurable value for both the company and society.
Responsibilities
- Lead the end to end design of customer experience solutions that integrate digital channels contact center platforms and data capabilities to deliver seamless user journeys and measurable business outcomes for enterprise clients in online and hi tech sectors.
- Drive solutioning for strategic opportunities by translating complex client business problems into clear CX architectures that leverage agentic artificial intelligence and automation to improve efficiency satisfaction and revenue impact.
- Oversee development of detailed solution proposals including scope functional flows and technical integration approach ensuring alignment with client requirements enterprise standards and long term scalability.
- Coordinate with sales and business development teams to shape deal strategies by providing rigorous solution insight creating persuasive narratives and demonstrating clear value propositions grounded in CX and agentic AI capabilities.
- Guide cross functional delivery teams on solution intent by articulating key design principles non functional expectations and success measures so that implementation remains consistent with approved architecture.
- Collaborate with product and innovation stakeholders to identify opportunities where agentic AI components and reusable CX assets can be standardized creating repeatable offerings that accelerate time to market and reduce delivery risk.
- Evaluate existing client environments and transformation roadmaps to recommend pragmatic modernization paths that combine cloud migration data enrichment journey redesign and AI driven decision flows for sustainable improvement.
- Provide governance across ongoing programs by reviewing solution changes assessing architecture impacts and ensuring that any enhancements continue to support security compliance reliability and customer trust.
- Partner with client executives and internal account leaders to conduct structured discovery sessions capturing pain points and future ambitions which are then shaped into solution blueprints with clear milestones and value tracking.
- Mentor solution teams on CX design practices agentic AI usage patterns and storytelling techniques so that all client facing materials are coherent concise and focused on tangible business outcomes and social impact.
- Analyze performance metrics from implemented solutions to draw insights propose optimization initiatives and refine future architectures ensuring continuous improvement and demonstrable return on investment.
- Coordinate hybrid work collaboration rituals using modern collaboration tools so that globally distributed stakeholders remain aligned informed and able to make timely decisions without requiring travel.
- Support risk management by identifying technical delivery and adoption risks early in the solution lifecycle proposing mitigation actions and ensuring that commitments remain realistic and achievable for both clients and internal teams.
Qualifications
- Demonstrate extensive experience as a customer experience solution architect with a strong record of designing omnichannel journeys contact center transformations and digital engagement platforms for large organizations.
- Apply hands on expertise with agentic artificial intelligence including orchestration of autonomous agents use of conversational AI and integration of AI decisioning into business workflows to deliver practical and reliable solutions.
- Bring solid exposure to online commerce and hi tech industry domains enabling meaningful discussions about sector specific customer expectations regulatory considerations and competitive digital experiences.
- Utilize strong skills in requirements analysis stakeholder management and solution documentation to convert complex client narratives into accurate blueprints that delivery teams can execute effectively.
- Show proficiency with enterprise integration patterns cloud based platforms and data management practices to ensure that CX and AI solutions align with existing landscapes and future technology strategies.
- Exhibit clear communication and presentation abilities enabling confident engagement with senior client stakeholders technical teams and business sponsors in a hybrid working environment.