Sr. Director, Solutions Architect - AI (#P1-6559614-1)

Sr. Director, Solutions Architect - AI

Full Location: remote - IN

The Sr. Director, Solutions Architect - AI is the senior technical designer within Applied AI Solutions. The role turns client problems into AI-enabled architectures that can be built, priced, deployed, and defended, and it does so with enough hands-on depth to prove the design rather than describe it.

Reporting to the Vice President of Solution Architecture, this role leads solution design on assigned pursuits and accounts, working closely with prospects, clients, and ResultsCX stakeholders across sales, operations, technology, and delivery. It carries a dual mandate. The first is to win and expand business through credible, well-engineered solutions. The second is to feed every reusable pattern, accelerator, and hard lesson back into the Applied AI Solutions product and platform roadmap so the next design starts further ahead than the last.

In this role you will:

• Lead solution design on assigned opportunities, covering technical architecture, data flow, integration path, operating model, and the security and privacy controls the solution depends on.
• Run discovery with clients to capture current state, pain points, and business and technical requirements, and translate them into a target state design with a clear path between the two.
• Build the business case for each solution, including baseline, projected outcomes, ramp assumptions, and the measurement plan that proves value after go live.
• Drive the solution process with urgency while protecting quality, including:
• Timely responses to proposals, requests for proposal, and contractual obligations.
• Development and delivery of client presentations, demonstrations, and solution documents.
• Orchestration of proof of concept and pilot work, including success criteria and exit decisions.
• Preparation of cost estimates covering labor, platform, licensing, and inference or consumption costs.
• Coordination of supporting functional and technical resources as required.
• Prototype and demonstrate capabilities directly, using working artifacts rather than concept slides to test ideas with clients and internal stakeholders.
• Evaluate technology partners and platforms on assigned opportunities, and make a clear recommendation on where we build, where we buy, and where we integrate.
• Convert pursuit work into reusable assets, including reference architectures, accelerators, demonstration environments, and standard configurations, and contribute them to the Applied AI Solutions library.
• Feed client requirements, competitive gaps, and field learning to product and engineering teams, and support scoping and prioritization of the capabilities that follow.
• Apply responsible AI standards across every design, covering model selection, evaluation, human oversight, bias testing, and auditability, and make those controls visible to the client.
• Assess regulatory and compliance implications for each client, with particular attention to healthcare, financial services, and other regulated environments.
• Establish partnerships across internal and external constituencies to deliver a cohesive solution rather than a set of components.
• Mentor solution architects and technical consultants and raise the standard of design practice across the team.
• Maintain professional and technical currency in AI, automation, and customer experience technology through continuous hands-on work, professional networks, and independent study.
• Safeguard sensitive client and consumer information at all times and maintain the highest standard of confidentiality.

We are looking for someone who has:

• A minimum of a bachelor’s degree in a technical, business, management, or analytical field. Equivalent experience may be substituted for education.
• A minimum of eight years of progressive experience in solution architecture, technical consulting, or transformation delivery, including at least three years designing AI or automation solutions in an enterprise environment.
• Working fluency with the modern AI stack, including large language models, retrieval, agentic workflows, orchestration, and evaluation, at a level sufficient to challenge vendors and guide engineers.
• Demonstrated ability to build and demonstrate working prototypes, not only to specify them.
• Strong command of contact center and customer experience operations, and of the platforms that support them.
• Experience delivering in regulated industries, with healthcare, financial services, telecommunications, or media preferred.
• Demonstrated success defining and driving programs that delivered measurable business value, including efficiency, quality, or revenue outcomes.
• Demonstrated ability to support sales origination, including discovery, solution storytelling, and executive presentation.
• Cross-industry breadth, with the ability to apply learning from one vertical to another.

Preferred Education and Experience

• Experience at ResultsCX or in the wider business process outsourcing industry.
• Consulting experience with a top tier or boutique firm, or equivalent digital agency experience.
• Hands-on development background, including the ability to read code and work directly in AI development tools.
• Experience contributing to a product roadmap or building an internal capability from scratch.
• Master’s degree or relevant technical certification.

Competencies

Core competencies:

Accountability, confidentiality, dependability, initiative, professionalism, empathy, empowerment, attention to detail, business partnership, oral and written communication, ethical practices, global and cultural awareness, customer service, innovation, inspiring others, integrity, open-mindedness, organization skills, ownership, prioritization skills, problem solving skills, relationship building, respect, responsiveness, teamwork, and time management.

Leadership competencies:

Business acumen, change management, conflict resolution, decision making, delegation skills, interviewing, mentoring, project management, strategic thinking, team building, and training.

Technical competencies:

Solution and data architecture, large language model and agentic system design, retrieval and knowledge management, evaluation and testing methods, integration and API design, contact center and customer experience platforms, security and privacy by design, prompt and workflow engineering, and cost modeling for AI workloads.

Additional competencies:

Interpersonal skills, proactive and self-motivated working style, sales mindset, results orientation, and high energy and urgency.

Supervisory responsibility

This position holds no direct supervisory responsibility. The role leads matrixed pursuit teams and mentors solution architects and technical consultants.

Work environment

While performing the duties of this job, the employee regularly works in an office setting.

Physical demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms. The employee is frequently required to talk and hear.

Position type and expected hours of work

This is a full-time position. Standard days and hours of work are Monday through Friday, 8:00 a.m. through 5:00 p.m. This position may require long hours with occasional evening or weekend work.

Travel

Occasional travel to various worksites may be required.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.