Genisys Group
Website:
genisys-group.com
Job details:
Role Overview
We are looking for a BPO Solutions Architect to partner with sales, account, and delivery teams to design, shape, and articulate transformation-led BPO solutions for both new client pursuits and existing account expansion.
This role will play a critical part in consulting with clients, defining future-state operating models, shaping commercials, and ensuring solutions are scalable, transition-ready, and value-driven and will report into SVP- BPM
Key Responsibilities
Client Consulting & Solution Design
- Consult BPO clients and prospects to assess current-state operations across customer support and back-office processes.
- Identify optimization and transformation opportunities across people, process, technology, and operating models.
- Conduct discovery and solutioning workshops with client stakeholders, including operations, CX, IT, and business leaders.
- Design end-to-end BPO transformation solutions that improve efficiency, customer experience, and business outcomes.
- Act as a key solutioning partner to the SVP – BPM, supporting strategic pursuits, complex deals, and account expansion initiatives.
New Deal & Presales Solutioning
- Partner with sales and presales teams on new deal pursuits, RFPs, and proactive proposals.
- Shape solution narratives, win themes, and value propositions aligned to client objectives.
- Support commercial solutioning, including effort sizing, operating model design, and alignment with pricing and margin expectations.
- Lead solution presentations and client discussions through proposal and deal-closure stages.
Existing Account Growth & Expansion
- Work closely with ops teams to identify whitespace and growth opportunities within existing BPO engagements.
- Design expansion, transformation, and automation-led solutions to drive incremental revenue and deeper client penetration.
- Support account planning by providing solution roadmaps and CX transformation ideas.
Transformation, Automation & GenAI
- Leverage automation, analytics, digital platforms, and generative AI to improve productivity, quality, and customer experience.
- Translate GenAI and automation capabilities into practical, governed, and implementable BPO use cases.
- Ensure solutions balance innovation with operational feasibility, risk management, and compliance.
Delivery Alignment & Transition Readiness
- cAt as a key solutioning partner to the SVP – BPM, supporting strategic pursuits, complex deals, and account expansion initiatives.
- Collaborate with delivery, transition, and competency teams to ensure solutions are executable.
- Define high-level transition approaches, governance models, SLAs, and success metrics.
- Ensure proposed solutions align with delivery capabilities and long-term scalability.
Required Qualifications
- Strong experience in the BPO industry, with exposure to customer support and/or back-office operations (India BPO ecosystem preferred).
- 8–10 years of overall experience, with 5+ years in solutioning, presales, consulting, or architecture roles.
- Proven ability to engage and communicate with senior client stakeholders.
- Experience translating business problems into clear, value-led BPO solutions.
- Working knowledge of automation, analytics, digital CX platforms, and generative AI in a services context.
- Strong presentation, storytelling, and solution articulation skills.
Preferred Attributes
- Prior presales or consulting experience in BPO or IT services.
- Exposure to large-scale BPO transitions, transformations, or automation programs.
- Ability to balance commercial viability, delivery feasibility, and client value.
- Comfortable operating in ambiguous, deal-driven environments.
Interested candidates share me cv to jagadish.r@genisys-group.com
Click on Apply to know more.