Retail Solution Architect Presales

Responsibilities

• 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

Qualifications

• Bachelor’s or master’s 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