Job Description

Summary The Sr. Solutions Architect II specializes in Business Process Outsourcing (BPO) CRM Solutions for Front and Back Office operations. This role is responsible for designing, costing, and documenting CRM BPO solutions, leveraging deep industry expertise to deliver transformational value to clients.
Description
Job Location: Gurgaon / Mumbai / Chennai / Bangalore
(Anywhere from India can apply)
Work Type: Currently Work at Home (Hybrid Working Model)
Experience Required: Minimum 13 - 18 Yrs
Key Responsibilities
Solution Design & Development

• Lead the design and documentation of CRM solutions for Front/Back Office and Contact Center technologies.
• Define client requirements and scope, develop high-level business case scenarios, and propose service delivery models (technical architecture, governance, organization design).
• Evaluate transformation potential, cost savings, and create transition strategies and plans.
• Coordinate with cross-functional teams to develop comprehensive solution propositions.

Client Engagement

• Conduct workshops and meetings with prospective clients to present solutions and articulate value.
• Facilitate client conversations, job shadowing, data gathering, and information analysis.
• Serve as a key member of the sales team for specific deals, providing deep business and solution insights.

Leadership & Collaboration

• Provide process expertise and leadership to Geo Delivery Process Leaders/Architects.
• Advise on best practices and process improvements to enable standardized global process designs.
• Manage ad-hoc solution/proposal teams, integrating expertise from various business areas.

Technical & Commercial Expertise

• Demonstrate working knowledge of contact center technologies (CCaaS, Voice/Chat/Email Bots, IVR, RPA, Analytics).
• Conduct cost-benefit analysis and develop Total Cost of Ownership (TCO) models and ROI assessments.
• Integrate technical, transition, and IT responses into unified proposals.
• Negotiate and develop Statements of Work (SoW) and Master Service Agreements (MSA).

Travel

• If required should be flexible to support client engagements and solution delivery.

Required Experience & Qualifications

• Minimum 5 years of industry experience in the specified sector.
• Practical experience in designing or delivering CRM Solutions/Operations (Back Office, Front Office, Call Centre).
• Strong understanding of contact center technologies and market trends (Process Automation, Straight Through Processing).
• Experience in process modeling; Six Sigma certification is a plus.
• Proven ability to develop solutions in complex operational environments.
• Demonstrated success in managing business transformation projects with measurable improvements.
• Strong leadership, communication, and consulting skills; experience in senior finance sales activities.
• Excellent project management skills.
• Experience interfacing with senior executives across multiple companies and countries.
• Strong team management and networking abilities.
• Knowledge of Workforce Management (WFM) includes headcount calculations, occupancy, AHT, volume patterns, scheduling, and forecasting.
• Understanding of resource profiling (language proficiency, experience, education).
• Experience in cost-benefit analysis, TCO modeling, and ROI.
• Financial acumen: understanding of P&L, revenue calculation, gross margin %, operating income %, and cost levers.
• Technical writing and value proposition articulation.
• Negotiation skills and ability to interact with legal teams.
• Ability to translate data into meaningful context and quantitative analysis.

Skills Required