Sr. Solutions Architect
Full Location: Bengaluru - IN
The Sr. Solutions Architect designs and sells winning outsourcing solutions for the assigned vertical. This role owns the solution response on new business and expansion pursuits: sizing the work, shaping the operating and delivery model, building the staffing and cost model, and making a clear case for how ResultsCX (RCX) will run the client’s customer experience better than it runs today. The role works directly with prospects and clients (“client”) and with RCX sales, operations, workforce management, recruiting, training, and pricing teams to produce solutions that win in the market and hold up in the field. The measures that matter are operational and commercial: cost to serve, CSAT and NPS, first contact resolution, sales conversion, quality, and compliance. This role also shapes the transformation roadmap for large multi-tower deals, new geographies, and new service offerings.
In this role you will:
- Own the solution end to end on assigned pursuits, from qualification through contract signature and handoff to the implementation and transition teams.
- Drive the process with a sense of urgency while protecting the quality of the solution.
- Timely responses to RFIs, RFPs, proposals, and contractual obligations.
- Development and delivery of client presentations, solution documents, and the commercial story behind the price.
- Orchestration of pilots, site visits, and proof-of-concept work.
- Preparation of cost estimates, staffing models, and pricing assumptions.
- Coordination of operations, workforce management, recruiting, training, and quality resources as required.
- Identify solutioning opportunities
- Conducting discovery across the client’s current operation: volumes, channels, handle times, shrinkage, occupancy, staffing, schedules, and cost per contact.
- Capturing pain points and business requirements, and documenting both the “as is” and “to be” operating models.
- Build a clear picture of how the client’s operation runs today
- Match RCX delivery locations, labor models, and service offerings to what the client actually needs.
- Identify performance gaps and recommend practical options to close them.
- Assess risk and regulatory exposure that affects the client’s operation and the proposed solution.
- Design solutions that combine people, process, and automation in a mix the client can adopt and RCX can deliver.
- Maintain professional and industry knowledge by attending events and workshops, reviewing industry publications, building a network, and participating in professional associations.
We are looking for someone who has:
- A minimum of a Bachelor’s degree in area of Business, Management, Marketing, Finance or other closely degree. Equivalent experience may be substituted for education.
- Master’s Degree a plus.
- A minimum of four (4) years of progressive experience in BPO, contact center, or outsourced services solutioning, sales support, or operations leadership, with a track record of shaping deals that were won and then delivered.
- Strong hands-on experience building outsourcing solutions across customer care, sales and retention, back office (F&A, supply chain, and similar), and trust and safety, including labor models, delivery footprint, FTE and seat build, and pricing constructs. Consulting or outsourcing sales-support experience preferred.
- A deep domain expertise in the core vertical for which they are being hired.
- A demonstrated ability to drive sales origination in a prior role.
- Cross-industry experience required; must have breadth across multiple verticals and understand how to apply those learnings across them.
- Experience with large, complex outsourcing programs and transitions that delivered measurable results: lower cost to serve, higher customer satisfaction, better operating efficiency, and stronger quality and compliance.
- Experience at ResultsCX or in the BPO industry with hands-on contact center operations experience in a frontline, workforce management, quality, or site leadership role.
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.
