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Manager -Solution Architect CX

FirstsourceIndia

2 days ago

Job description

About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE : FSL, BSE : 532809, Reuters : FISO.BO, Bloomberg : FSOL : IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Job location :

Mumbai / Bangalore / Hyderabad / Remote Position :

Manager – Solution Architect (Customer Experience) Division : BPM Experience :

4 -7+ years of relevant solutioning, requirements gathering and business development experience (primarily contact centers and CX)

The Manager – CX Solutions will support the CX Solutions team in designing, developing, and deploying customer experience (CX) solutions tailored for communications, media and telecommunications (CMT) or BFSI clients. The role involves working closely with cross-functional teams to gather requirements, analyze business challenges, and contribute to solution development and pre-sales activities. The ideal candidate will have a strong understanding of CMT-specific CX challenges and technologies, and will play a key role in solution documentation, cost-benefit analysis, stakeholder coordination, and implementation support.

Roles & Responsibilities :

Requirement Gathering & Analysis : o Collaborate with sales, pre-sales, and operations teams to understand client pain points and business goals. o Analyze domain specific challenges such as customer churn, billing disputes, and service reliability.

Solution Development Support : o Assist in designing CX solutions aligned with CMT / BFSI business objectives (e.g., improving ARPU, reducing churn). o Contribute to the creation of solution documentation including architecture overviews, value propositions, and cost-benefit analyses.

Stakeholder Collaboration : o Coordinate with internal teams (IT, marketing, analytics) to ensure solution feasibility and alignment. o Support the preparation of RFP / RFI responses and client presentations.

Technology Assessment : o Evaluate CX tools and platforms (CRM, IVR, chatbots) and recommend suitable options. o Support integration planning and technical feasibility assessments.

Implementation Support : o Assist in project planning including timelines, milestones, and deliverables. o Provide guidance to implementation teams and help resolve solution-related issues.

Continuous Improvement : o Incorporate feedback from operations and clients to refine solutions. o Stay updated on emerging CX technologies such as GenAI, predictive analytics, and sentiment analysis

Key Skills :

CMT / BFSI Domain Expertise : Strong knowledge of CX solutions, customer onboarding / servicing processes, network operations, and customer lifecycle management. Familiarity with banking and insurance CX workflows is also preferred but not mandatory.

Experience with CX platforms (e.g., CRM, Conversational IVR, AI chatbots, omnichannel engagement tools, GenAI powered CX solutions).

Exposure to digital transformation initiatives including automation, AI / ML, and analytics in customer experience.

Ability to assess and recommend tools and technologies suited to domain-specific needs.

Strong analytical skills to interpret customer data, identify pain points, and propose actionable solutions.

Ability to conduct cost-benefit analysis and build business cases for CX initiatives.

Excellent written and verbal communication skills for creating solution documents, proposals, and presentations.

Ability to simplify complex technical concepts for business stakeholders.

Experience in supporting project planning, milestone tracking, and solution deployment.

Ability to guide implementation teams and troubleshoot solution-related issues.

Creative mindset with a focus on innovation and continuous improvement.

Awareness of emerging trends like GenAI, predictive analytics, and sentiment analysis in CX.

Strong team player who can work as an individual contributor or lead a team if required

Flexibility in meeting changing business needs

Qualification & Experience :

Graduate / Postgraduate from reputed institute (Full Time)

Understands proposal, costing and pre-sales,contact center technologies

Worked in GenAI projects in the CX space will be an added advantage.

CMT / BFSI Domain Expertise

Strong analytical and quantitative skills

Disclaimer :

Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Contact details Padmapriya Shekar Email-padmapriya.shekar1@firstsource.com

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