Customer Experience Solution Consultant

6 days ago

Bengaluru, Karnataka, India Latinum HR Solutions Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Role:
CX - Solution Architect

Experience:
12–15+ years (with at least 7+ years in Contact Center / Customer Experience solutions)

Role Summary:

This position is designed for a highly experienced professional (12–15+ years) with extensive expertise in Contact Center and Customer Experience solutions (minimum 7+ years directly in this space). The Solution Architect is responsible for designing transformative CX solutions, leveraging advanced technologies and tailoring strategies for global clients.

Key Responsibilities:

  • Analyze client needs and craft tailored CX solutions that focus on efficiency, digital adoption, cost reduction, and enhanced service quality.
  • Collaborate with teams across Sales, Transformation, Bid Management, IT Infrastructure, Pricing, and Operations for solution development.
  • Prepare persuasive proposals, RFP/RFI/RFQ responses, and client-focused value presentations.
  • Lead presentations, solution defenses, and workshops for clients and C-level executives.
  • Support the commercial aspects of opportunities and demonstrate business value in proposals.
  • Develop industry thought leadership through white papers, points of view, and case studies on CX.
  • Be available for domestic and international travel to client sites as required.
  • Required Skills & Expertise
  • In-depth knowledge of contact center workflows and technologies, including IVR, Chat/Chatbots, GenAI, CCaaS, AR, and CRMs.
  • Proven experience in CX Operations, Pre-Sales, and global Solution Design.
  • Strong communications and presentation abilities, especially with C-level stakeholders.
  • Advanced proficiency in MS PowerPoint, Excel, and Word for solutioning and proposal drafting.
  • High level of analytical, decision-making, and independent problem-solving skills.
  • Ability to perform effectively under tight deadlines and in ambiguous conditions.

Key Attributes:

  • Commitment to continuous learning; stays up-to-date with rapidly evolving customer experience technologies.
  • Flexible to travel and work extended hours when needed.
  • Strong independent work capabilities, balanced with collaborative teamwork.

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