Solution Leader – Retail CX Transformation

Position: Solution Architect – Transformation (Retail)

Location: PAN India (Mumbai Preferred)

Experience: 18+ Years | Minimum 10+ Years in Contact Center Environment

Function: CX / Contact Center Transformation, Solutioning & Presales

Employment Type: Full-time

About Latinum

Latinum is a digital growth and global recruitment partner. We are hiring a Solution Architect – Transformation (Retail) for a leading client to drive Contact Center/CX transformation, AI-led solutions, and presales.

Key Responsibilities

• Lead end-to-end solution strategy for CX and Contact Center transformation deals.
• Assess current processes, technology, workflows, data, integrations and KPIs to identify transformation opportunities.
• Design target-state solutions across CCaaS, CRM, agent desktop, case/knowledge management, WFM, analytics and automation.
• Develop AI/GenAI and automation solutions including virtual agents, agent assist, summarization, knowledge retrieval, next-best-action and workflow automation.
• Define integration requirements across APIs, middleware, CTI, IVR, bots, CRM, data platforms and enterprise systems.
• Build transformation roadmaps covering migration, pilots, adoption, dependencies and benefits realization.
• Develop business cases covering productivity, cost savings, AHT, FCR, containment, digital adoption, quality and ROI/payback.
• Lead RFP/RFQ solutioning, architecture narratives, process maps, commercials, transition plans and executive proposals.
• Work closely with Business, Technology, Security and Operations leadership and defend technical solutions with senior stakeholders.
• Ensure solutions address security, privacy, AI governance, compliance, scalability, resilience and risk requirements.
• Define transformation governance, KPIs, benefits tracking, risk management and change control.
• Stay updated on competitor offerings, emerging technologies, CCaaS platforms and AI/automation trends.

Required Skills

• 18+ years of experience in customer operations, consulting, BPO, digital transformation, contact center technology or enterprise CX transformation, including at least 10 years in contact center environments.
• Strong understanding of CCaaS / CRM platforms such as Genesys, NICE, Salesforce, ServiceNow, Amazon Connect, Five9, etc.
• Hands-on experience in AI/GenAI & Automation solution design.
• Strong Presales, Solution Architecture, RFP/RFQ and Business Case development experience.
• Experience creating transformation roadmaps, implementation plans and commercials.
• Strong executive-level client and stakeholder engagement skills.
• Understanding of contact center architecture, integrations, analytics, workflow orchestration and technology-enabled operating models.

Good to Have: Cloud Contact Center / CRM certifications, Agile, Lean Six Sigma, COPC, AI/GenAI, Data Analytics, Automation or CX Transformation certifications.

Qualification

Bachelor’s or Master’s degree in Engineering / Technology.

Interested candidates can share their updated CV at: [email protected] Or [email protected]