Position Overview

We are looking for a Senior Solution Architect to lead the design of differentiated, analytics-led BPO solutions for new and existing clients. The role owns solution strategy from discovery through proposal, executive presentation, and transition to delivery. It connects client needs with operations, business intelligence, technology, AI and automation, commercial design, go-to-market strategy, marketing, and sales priorities to create scalable solutions with measurable business outcomes.

Key Responsibilities

1. Solution Strategy and Architecture

· Lead discovery for new and existing business to understand client objectives, customer and employee friction points, operating constraints, and transformation priorities.

· Design end-to-end BPO solutions across people, process, technology, data, governance, location strategy, and delivery model.

· Define the solution vision, target operating model, implementation approach, assumptions, dependencies, risks, and success measures.

· Partner with operations, IT, engineering, product, and third-party providers to validate feasibility, scalability, security, and integration requirements.

2. Data Process and Business Evaluation

· Evaluate historical and projected demand, transaction types, process complexity, channel mix, service requirements, and business context to determine effort, capacity, and resource needs.

· Assess consolidated operational metrics and business metrics, including productivity, quality, customer experience, revenue, conversion, retention, collections, cost to serve, and financial impact, to identify performance gaps and value levers.

· Translate process observations and data findings into prioritized recommendations, expected business impact, implementation requirements, and measurable outcomes.

3. Business Intelligence and Insight Generation

· Define the business intelligence approach, KPI framework, data requirements, and reporting needs for solution design and performance governance.

· Guide data readiness, integration, validation, and governance across relevant client and BPO platforms to ensure reliable analysis and decision support.

· Lead root-cause, trend, segmentation, Pareto, cohort, and customer journey analysis to identify drivers of demand, friction, leakage, and performance variation.

· Develop dashboards, scorecards, forecasts, scenario models, and executive data stories that connect evidence with recommendations, ROI, and next-best actions.

4. Go to Market Marketing and Sales Enablement

· Partner with sales and marketing teams to shape go-to-market strategies, industry propositions, campaign themes, and client-specific value narratives.

· Lead the solution workstream for RFPs, RFIs, proactive proposals, renewals, and expansion opportunities,



ensuring that responses are differentiated, commercially viable, and outcome focused.

· Create and improve sales enablement assets, executive presentations, case studies, solution briefs, demos, and reusable industry content.

· Support opportunity qualification, discovery workshops, solution walkthroughs, oral presentations, and executive Q&A; throughout the sales cycle.

· Use market, industry, competitor, and client intelligence to strengthen positioning and identify whitespace opportunities.

5. AI Automation and Transformation

· Identify and prioritize AI, automation, self-service, analytics, and process improvement opportunities based on business value, feasibility, data readiness, risk, and adoption needs.

· Develop transformation roadmaps and business cases with benefit hypotheses, investment assumptions, implementation phases, dependencies, and ROI measures.

· Work with technology and delivery teams to define pilots, validate outcomes, and scale successful capabilities into the operating model.

6. Client and Stakeholder Leadership

· Lead client discovery sessions and executive workshops, convert ambiguous requirements into clear design decisions, and present recommendations with confidence and commercial awareness.

· Align sales, operations, finance, workforce management, technology, transition, legal, compliance, and client stakeholders on solution scope and commitments.

· Act as a trusted advisor by challenging assumptions constructively, explaining trade-offs, and maintaining focus on measurable client and business outcomes.

· Ensure a structured handoff from solutioning to transition and operations, with clear ownership of requirements, risks, dependencies, and success measures.

7. Commercial and Delivery Governance

· Provide inputs to pricing, productivity, staffing, location, technology, and investment models and ensure alignment between the solution, commercial assumptions, and contractual commitments.

· Facilitate solution reviews and obtain cross-functional sign-off on scope, feasibility, risks, controls, and delivery readiness.

· Monitor post-launch outcomes against the approved business case and use lessons learned to improve future solution designs.

8. Practice Development and Team Leadership

· Create and maintain an excellence portal containing solution frameworks, industry assets, best practices, case studies, benchmarks,



and proven outcomes for reuse across pursuits.

· Mentor solution architects and analysts, review work products, and raise standards for analytical rigor, storytelling, solution quality, and executive communication.

· Stay current on BPO trends, business intelligence, customer experience, AI and automation, delivery models, and industry benchmarks, and translate developments into practical offerings.

Qualifications and Experience

Essential

· Bachelor's degree in Business Administration, Operations Management, Engineering, Analytics, Technology, or a related field.

· 15+ years of overall experience, including at least 8 years in BPO solution design, operations, transformation, consulting, pre-sales, or business analysis.

· Demonstrated ownership of complex, cross-functional BPO solutions for current business, renewals, or account expansion.

· Strong knowledge of BPO delivery models, commercial drivers, and industry environments such as customer service, technical support, sales, collections, and back-office operations.

· Experience developing client proposals, RFP or RFI responses, executive presentations, business cases, and solution roadmaps.

· Proficiency in Excel, Power Point, process mapping tools, and business intelligence or visualization platforms.

Preferred

· Experience with automation platforms, AI and machine learning applications, conversational AI, analytics products, and digital transformation in BPO.

· Exposure to go-to-market planning, product or service marketing, sales enablement, pricing, and commercial modeling.

· MBA or relevant certification in solution architecture, analytics, cloud, project management, Lean Six Sigma, or process improvement.

Key Skills and Competencies

· Strategic solution architecture and target operating model design.

· Go-to-market strategy, marketing collaboration, sales enablement, and pre-sales leadership.

· Business intelligence, analytical problem solving, data storytelling, and benefits realization.

· Commercial acumen, value proposition development, business case creation, and ROI articulation.

· Executive communication, presentation, facilitation, negotiation, and stakeholder influence.

· AI, automation, customer experience, and process transformation orientation.

· Leadership, mentoring, quality assurance, and effective decision making in fast-paced environments.

Why Join Us

· Lead strategic, high-impact BPO solutioning and transformation initiatives.

· Work with global clients and diverse industry verticals across sales, customer care, collections, technical support, and back-office operations.

· Influence go-to-market offerings and grow toward Principal Architect, Solutions Director, or Pre-Sales leadership roles.

📌 Senior Business Solutions Architect (India)
🏢 Iqor
📍 India