- Work Model: Work from Office
- Candidate Industry : (BPO / KPO / GBS / GCC / GSS / Captive SharedServices)
- Candidate Location: Anywhere in India
- Education Qualification: Bachelor s or master s degree in business administration, operations,technology or a related discipline.

Detailed Job DescriptionCandidateSpecification:

- 15+ yearsof experience in retail, eCommerce, BPO, customer operations or consulting,including at least 10 years in contact center or customer experienceoperations.
- Strongexposure to retail customer service across digital, store, fulfilment, loyaltyand post-purchase journeys; omni-channel retail experience is essential.
- Hands-onexperience in solutioning, presales, proposals, client presentations, dealshaping, operating model design and business case development.
- Preferredcertifications or formal learning in retail, CX, contact center operations,CRM, service design, Lean Six Sigma, digital transformation or AI-ledautomation.
- Responsibilities:Leadsolution design, strategy and deal approach for proactive and reactive retailopportunities across customer service, eCommerce, store support andomni-channel operations.
- Work withAccount teams to qualify opportunities, design the win strategy, define scopeand create a client-specific value proposition.
- Understandretail customer journeys such as order status, click and collect, returns,refunds, product availability, loyalty, complaints, delivery issues and storequeries, and convert these into service designs.
- Bringworking knowledge of CRM, agent desktop, knowledge management, chatbot, livechat, email management, social care and workforce management platforms used inretail operations.
- Createproposals, presentations, solutions,



effort models and commercial inputs thatexplain the operating model, process approach, staffing details, service levelsand transformation roadmap.
- Lead andreview RFP/RFQ responses, support internal solution approvals, leadershipreviews and confidently propose the solution in client discussions.
- Assessas-is processes, identify opportunities and recommend improvements acrosschannel mix, automation, self-service, quality, training, knowledge andcustomer experience.
- Evaluatecompliance and risk considerations across GDPR, PCI-DSS, data privacy,payments, refund handling, vulnerable customers and customer communicationcontrols.
- Developfinancial models covering productivity, cost-to-serve, automation advantages,transformation investments, pricing assumptions and expected return oninvestment.
- Keep trackof competitor capabilities, market trends, retail service innovations andpotential partnerships that can strengthen the pursuit or proposition.
- Support duediligence, discovery workshops and client site visits when required, includingstructured information gathering and validation of operationalassumptions.
- ConceptualizeAI-enabled customer service solutions for retail use cases such as ordersupport, returns guidance, stock availability, refund status, virtual shoppingassistance and proactive notifications.
- Promoteresponsible use of AI and digital tools in retail operations, with clearattention to transparency, privacy, safety, governance and customertrust.
- Mandatory Key Skills: CX, Solutioning, SolutionArchitect, Retail, Ecommerce, Presales, RFI, RFQ, RFX,CX Solutioning, AISolutionGood to Have Skills: Transformation, ProcessImprovement, Lean Six Sigma, Retail Operations Location - Pune, Nagpur, Gurgaon, Chennai, bangalore, Greater Noida, Chakpachuria, Delhi Ncr, hyderabad, Mumbai"

📌 AGM - Solution Architect (Retail) (Gurugram)
🏢 Golden Opportunities
📍 Gurugram