Lead Solution Architect and Subject Matter Expert for the Retail vertical, owning end to end presales and solution strategy for proactive and reactive deals across U.S. Retail clients. Lead U.S.-focused and global Retail pursuits, engage directly with client executives, assess current state Retail 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. Retail contact center ecosystems, CRM platforms, and emerging Agentic AI and Voice AI technologies.
Responsibilities and Duties:
• Own end-to-end solution leadership for retail CX pursuits including new logos, expansions, and renewals in the U.S. market.
• Act as Retail CX Subject Matter Expert across sales support, order management, fulfilment, returns/refunds, loyalty, and post-purchase care.
• Lead creation of solution strategies, operating models, transformation roadmaps, and target architectures.
• Drive hands-on development of RFP/RFI responses, solution decks, pricing models, and value cases.
• Lead client workshops, solution presentations, and executive solution defenses.
• Partner closely with Sales on GTM strategy, proactive pipeline shaping, and deal qualification.
• Design scalable omni-channel CX solutions across voice, chat, email, social, messaging, and digital self-service.
• Define future-state CX transformations using AI (including Agentic AI), automation, analytics, and self-service to reduce cost-to-serve and improve CX outcomes.
• Develop financial models, pricing constructs, and ROI/TCO business cases aligned to U.S. client expectations.
• Collaborate with Delivery and Transition teams to ensure solution feasibility and smooth handoff.
• Track U.S. retail CX trends, seasonality dynamics, regulatory considerations, and emerging technologies.
• Support client due diligence, deal shaping, and post-award solution refinement
• Strong consultative and storytelling skills, with ability to influence CX, Digital, Operations, and IT executives.
• Deep understanding of U.S. retail customer journeys, peak demand patterns, and service cost drivers.
• Demonstrated success designing transformation-led, AI-enabled CX solutions.
Qualifications:
• Bachelors or masters degree in business administration or related field
• 13+ years of experience in BPO / Customer Operations
• 10+ years in U.S. Retail delivery and/or Retail solutioning
• Strong exposure to large-scale, omn i-channel U.S. retail contact center environments.
• Deep understanding of U.S. retail customer journeys, peak demand patterns, and service cost drivers.
• Experience with CRM (Salesforce, Zendesk, Dynamics, Genesys, NICE, etc.), B2B/B2C workflows, analytics, and AI led CX
Salary Range: $138,600 - $187,500 a year
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