The role is for an experienced onshore, U.S.-based Solution Leader / Senior Solution Architect to drive presales, solutioning, and transformation design for BFSI Customer Experience and Contact Center engagements. The candidate will serve as a trusted advisor to BFSI clients and will own end-to-end solution strategy across customer acquisition, servicing, disputes, fraud, collections, claims, and digital support journeys, working closely with Sales, Delivery, and Industry leadership.
This is a client-facing role requiring BFSI domain depth, contact center solutioning experience, financial modelling capability, and executive-level storytelling for U.S. market pursuits.
Key Responsibilities & Duties
- Own solution leadership for BFSI CX pursuits including new logos, expansions, and renewals in the U.S. market.
- Act as BFSI CX SME across banking, cards, lending, mortgage, wealth management, insurance servicing, claims, fraud, disputes, collections, and customer/member servicing.
- Create solution strategies, operating models, transformation roadmaps, target architectures, solution decks, RFP/RFI responses, pricing models, and value cases.
- Lead client workshops, solution presentations, and executive solution defenses.
- Partner with Sales on GTM strategy, proactive pipeline shaping, deal qualification, and commercial solutioning.
- Design omni-channel CX solutions across voice, chat, email, social, messaging, and digital self-service.
- Define AI, automation, analytics, knowledge management, and self-service led future-state CX solutions aligned to regulatory and governance expectations.
- Collaborate with Delivery and Transition teams to validate feasibility and support smooth handoff.
Qualifications
- Bachelor's degree required; master's degree preferred.
- 13+ years in BFSI, BPO, Customer Operations, or Contact Center domain.
- 8+ years in onshore solutioning, presales, consulting, or solution architecture roles.
- Strong exposure to large-scale, omni-channel U.S. BFSI contact center environments.
- Experience across Banking, Financial Services, Payments, Lending, Cards, Insurance, Wealth Management, or Mortgage operations.
- Hands-on exposure to CRM/CX platforms such as Salesforce, Microsoft Dynamics, Pega, ServiceNow, Genesys, NICE, Five9, WFM, QA, analytics, knowledge management, conversational AI, fraud operations tools, and automation platforms.
- BFSI, CX, Digital, AI, or Solution Architecture certifications preferred.
Salary Range: $143,000 - $200,000 a year
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