VP, Solutions Architect - AI
Full Location: remote - IN
The VP, Solutions Architect - AI designs AI-enabled solutions that win and grow client relationships, then converts pursuit learning into repeatable products. This role owns the full solution, including technical architecture, data and compliance posture, and commercial design, ensuring every component works together and delivers the outcomes the client purchased.
This is a builder role as much as a pursuit role. The successful candidate will move comfortably between a client whiteboard, a product roadmap conversation, and a working prototype, and will use each one to sharpen the others.
In this role you will:
Solution design and pursuit leadership
- Partner with sales, marketing, client solutions, and operations to qualify opportunities, shape the value proposition, and set the win strategy.
- Design tailored AI and automation solutions across the client journey, including conversational and agentic AI, agent assist, quality and performance intelligence, workflow automation, and analytics.
- Deliver complete solutions under tight timelines, and manage the operational, regulatory, and commercial risks that come with them.
- Define the data architecture, integration path, and security and privacy controls each solution depends on, and work with IT and information security to validate them.
- Build the business case for every solution, including baseline, projected outcomes, ramp assumptions, and the measurement plan that proves value after go live.
Product and platform contribution
- Feed client requirements, competitive gaps, and field learning into the product roadmap, and advocate for the capabilities that will win the next ten deals rather than only the current one.
- Convert one-off solution work into reusable assets, including reference architectures, accelerators, demo environments, and standard configurations.
- Partner with product, engineering, and data science teams on scoping, prioritization, and release planning, and help define what good looks like before a capability is built.
- Prototype and demonstrate new capabilities, using working artifacts rather than concept slides to test ideas with clients and internal stakeholders.
- Establish and apply responsible AI standards covering model selection, evaluation, human oversight, bias testing, and auditability, and make those standards visible to clients.
Client and market engagement
- Engage prospects and existing clients alongside sellers and client solutions partners, acting as the senior AI and digital authority in the room.
- Translate technical design, differentiation, and commercial outcomes for audiences ranging from operations leaders to the C-suite and procurement.
- Build durable relationships at multiple levels within accounts and establish ResultsCX as a credible advisor on applied AI.
- Track the AI, automation, and customer experience technology landscape, and articulate where the market is heading and what it means for our clients.
Partner and commercial strategy
- Evaluate, select, and manage technology partners, and decide deliberately where we build, where we buy, and where we integrate.
- Support pricing strategy across products, services, and partner components, including licensing models, consumption costs, and gain share or outcome-based structures.
- Model the unit economics of AI solutions, covering inference and platform costs, labor impact, and the margin profile over the life of the contract.
Collaboration and governance
- Work across global functions including sales support, operations, finance, legal, IT, and program management.
- Develop strong working relationships with the senior leadership team, and give them a clear view of solution risk, feasibility, and investment need.
- Safeguard sensitive client and consumer information at all times and maintain the highest standard of confidentiality.
We are looking for someone who has:
- Proven track record designing and winning complex AI, automation, or digital transformation solutions in an enterprise services 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.
- Experience contributing to product direction, whether as a product owner, a solution architect embedded with product teams, or a founder of an internal capability.
- 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.
- Experience structuring and managing third-party technology partnerships.
- Excellent ability to understand client business drivers and connect them to a defensible solution and commercial model.
- Comfort operating across geographies and navigating the complexity of a global business.
- Consistent high performance, personal accountability, and alignment to the Results Way.
Preferred Education and Experience
- Experience at ResultsCX or in the wider business process outsourcing industry.
- Degree level qualification or equivalent experience.
- Consulting experience with a Big 4 or equivalent firm, or ten or more years in a comparable solutions leadership role.
- Hands-on technical background, including the ability to read code, build prototypes, and work directly in AI development tools.
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.
