Senior Director, Enterprise Solution Architect
About the role
The Senior Director, Enterprise Solution Architecture leads strategic solution architecture, innovation, and transformation initiatives within Concentrix’s Global Presales and Solutions organization. This role is responsible for defining and executing the enterprise technology vision for Customer Experience (CX) solutions, driving growth, innovation, and competitive differentiation.
Responsibilities
Lead and evolve the global Enterprise Solution Architecture function, establishing best practices, methodologies, governance frameworks, and solution standards.
Develop and execute the strategic technology vision for Customer Experience Services aligned with corporate growth objectives.
Build, mentor, and lead a high-performing team of Enterprise Solution Architects, Solution Consultants, and Technology Specialists.
Serve as an executive advisor to internal leadership, clients, and strategic technology partners on emerging CX, AI, automation, and cloud technologies.
Drive innovation strategies that create market differentiation and support long-term business growth.
Provide executive oversight for all presales solutioning, enterprise architecture, and consulting engagements globally.
Guide complex strategic pursuits, large-scale RFPs, and executive-level solution presentations.
Partner with Sales, Client Management, Delivery, and Product leaders to drive pipeline growth and revenue expansion.
Sponsor and lead executive solution workshops with enterprise clients to identify transformational opportunities.
Ensure solution strategies align with commercial objectives, profitability targets, and outcome-based pricing models.
Drive increased partner-sourced revenue and strategic alliance growth.
Develop executive relationships with Fortune 500 clients, technology partners, analysts, and industry influencers.
Collaborate with hyperscaler and technology alliance executives to create joint go-to-market strategies and innovation roadmaps.
Represent the company at industry conferences, client forums, analyst briefings, and partner events.
Identify and evaluate emerging technologies impacting customer engagement, AI, automation, and digital transformation.
Establish AI governance and solution frameworks supporting responsible deployment of Generative AI, Agentic AI, and automation technologies.
Drive development of repeatable accelerators, reference architectures, and intellectual property that enable growth and differentiation.
Champion innovation initiatives that improve customer experiences, operational efficiency, and business outcomes.
Qualifications
15+ years of progressive experience in enterprise architecture, solution consulting, technology strategy, or presales leadership within enterprise technology, BPO, or customer experience services organizations.
7+ years of leadership experience managing Enterprise Architects, Solution Consultants, or technical presales organizations.
Proven success leading large-scale solution architecture organizations supporting Fortune 500 and Global 2000 clients.
Deep expertise across Contact Center technologies, CRM platforms, cloud ecosystems, AI/GenAI solutions, automation, analytics, and customer experience transformation.
Demonstrated success driving multimillion-dollar technology pursuits, strategic accounts, and complex enterprise transformations.
Strong understanding of AI, Generative AI, Agentic AI, LLMs, cognitive automation, predictive analytics, and customer engagement technologies.
Experience developing enterprise architecture standards, governance models, and technology roadmaps.
Strong commercial and financial acumen with experience supporting outcome-based pricing, business case development, and investment justification.
Executive presence with exceptional communication and stakeholder management skills.
Experience establishing strategic partnerships with major technology providers and hyperscalers.
Preferred Qualifications
Experience within Customer Experience, Contact Center, BPO, Digital Transformation, or Technology Services industries.
Certifications across cloud, CCaaS, CRM, AI, and enterprise architecture platforms.
Experience with AWS, Azure, Google Cloud, Salesforce, Dynamics 365, ServiceNow, Genesys, NICE, Amazon Connect, OpenAI, Anthropic, UiPath, and Databricks.
MBA, Master's Degree, or equivalent executive leadership experience.
Thought leadership experience through speaking engagements, industry publications, advisory boards, or analyst engagements.