Lead Solution Architect and Subject Matter Expert for the Healthcare vertical, owning end to end presales and solution strategy for proactive and reactive deals across U.S. healthcare clients. Lead U.S.-focused and global healthcare pursuits, engage directly with client executives, assess current state healthcare contact center operations, design future ready AI led CX solutions, and drive business case, pricing, and ROI modeling. The role requires strong expertise across U.S. healthcare contact center ecosystems, including payer and provider operations, regulatory compliance, CRM platforms, and emerging Agentic AI and Voice AI technologies.
Responsibilities and Duties:
• Lead solution design, approach, and strategy across proactive and reactive healthcare deals
• Deep knowledge of CRM, platforms, and tools used by U.S. Payor and Provider organizations (e.g., PEGA, TriZetto Facets, agent workspaces, knowledge management, scripting tools)
• Identify emerging trends, disruptive technologies, and evolving customer needs in U.S. healthcare
• Hands on experience creating proposals, presentations, and end to end deal constructs; defend solutions with client executives
• Lead development and review of RFP/RFQ responses for U.S. healthcare clients
• Partner closely with sales for GTM motions and new logo pursuits
• Build and sustain a healthy U.S. healthcare deal pipeline
• Strong understanding of U.S. healthcare compliance and regulatory frameworks (HIPAA, HITECH, TCPA)
• Ability to analyze upstream and downstream interaction flows (member/provider calls) to tailor intent driven strategies
• Travel to U.S. client sites as required for due diligence and solution defense
• Provide business led technology implementation strategies aligned to desired outcomes
• Deliver competitive intelligence, market insights, and partnership recommendations
• Perform financial analysis covering pricing models, cost structures, and ROI
• Conceptualize AI led and Agentic AI based contact center solutions
• Ensure responsible, compliant, and transparent AI adoption in line with U.S. regulatory expectations
Qualifications:
• Bachelors or masters degree in business administration or related field
• 16+ years of experience in BPO / Customer Operations
• 10+ years in U.S. healthcare delivery and/or healthcare solutioning
• Mandatory experience in U.S. Healthcare Payor operations
• Strong techno functional understanding of healthcare contact center platforms
• Experience with CRM, member/provider workflows, analytics, and AI led CX
• H ealthcare certifications preferred
Salary Range: $138,600 - $187,500 a year
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