BPO Solutions Architect

Position Overview

We are looking for a Solution Architect to join our BPO solutions team. This role is responsible for analyzing client requirements, designing tailored process solutions, and collaborating with operations, technology, and commercial teams to deliver proposals that meet client objectives and business goals. The ideal candidate will have strong analytical skills, a customer-focused mindset, and a solid understanding of BPO operations across industries.

Key Responsibilities

1. Solution Analysis & Design

• Work with Existing / New business teams to leverage existing resources to understand Key customer friction points.
• Work with IT / Third party Engineering team to create solution designs to reduce identified friction points.
• Gather and assess operational, technological, and commercial inputs to create optimal BPO delivery models.
• Create and Maintain Excellence portal that would showcase business wise solutioning and outcomes.

2. Data & Process Evaluation

· Evaluate historical data, call volumes, transaction types, process complexity, and channel mix to determine effort estimates and resource requirements.

· Analyze BPO KPIs such as AHT, FCR, CSAT, NPS / pNPS, CES, SLA, transfer rate, repeat contacts, QA score, occupancy, shrinkage, attrition, and cost per contact.

· Identify automation, AI, and process improvement opportunities to enhance solution competitiveness.

· Translate process observations into measurable improvement opportunities, expected business impact, and implementation priorities.

3. Data Analytics & Insight Generation

· Extract, clean, validate, and reconcile data from CRM, telephony, WFM, QA, survey, ticketing, workforce, and reporting platforms.

· Build dashboards, scorecards, and executive summaries to track operational performance, customer experience, revenue leakage, and transformation outcomes.

· Perform root-cause analysis using data segmentation, Pareto analysis, trend analysis, variance analysis, cohort analysis, and customer journey analytics.

· Develop forecasting, capacity, and scenario models to support staffing, demand planning, budget assumptions, and solution design decisions.

· Create data stories that connect business problems with evidence, recommendations, ROI, automation potential, and next-best actions.

4. Stakeholder Collaboration

• Collaborate with potentially new clients and understand the requirement and come with recommendations / solutions.
• Partner with operations, clients, technology, and sales teams to validate the feasibility and scalability of proposed solutions.

5. Client Engagement

• Participate in client calls, solution walkthroughs, and Q&A sessions to explain proposed designs.
• Support in preparing proposals, presentations, and solution documentation for client submissions.

6. Continuous Improvement

• Maintain a repository of solution frameworks, best practices, and case studies for reuse in future bids.
• Stay updated on BPO trends, technologies, and industry benchmarks.

Qualifications & Experience

Essential:

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• Overall experience 10 – 15 Years.
• Minimum 8 years’ experience (BPO Experience) in BPO solution design, operations, or business analysis.
• Strong knowledge of BPO delivery models (onshore, offshore, hybrid) and industry verticals (Customer Service, Technical Support, Back Office, etc.).
• Proficiency in MS Excel, PowerPoint, and process mapping tools.

Preferred:

• Knowledge of automation platforms, AI/ML applications, and digital transformation in BPO.
• Lean Six Sigma or similar process improvement certification.

Key Competencies

• Strong analytical and problem-solving skills.
• Excellent communication and presentation abilities.
• Ability to work in fast-paced, deadline-driven environments.
• Collaborative and team-oriented mindset.

Why Join Us

• Work on strategic, high-impact BPO solutioning projects.
• Exposure to global clients and diverse business verticals.
• Opportunities for growth into Solution Architect or Pre-Sales leadership roles.