Director Solutions Architecture

Firstsource; India; Remote; INR 3,500,000 - 6,000,000; Full time

Job summary

Firstsource Solutions Limited seeks a Director- Solutions Architect to lead CX and BPO transformation for global clients. This remote role in India will drive solution design, pricing, and compelling proposals, coordinating across regions and senior stakeholders.

You will guide service architectures using AI, analytics, and digital self-service while partnering with Sales to capture opportunities and grow strategic accounts.

Qualifications

• Relevant experience in CX, BPO, digital operations, contact centre services, or consulting within Telecom sector (Mandatory).
• Proven record in presales, solution design, solution leadership or consulting for global clients.
• Knowledge of customer journeys, channel strategy, and service operating models across markets.
• Experience in proactive proposals, complex bids, pricing, commercial models, and business cases.
• Ability to identify practical uses for AI, automation, analytics, and digital self-service.
• Strong consultative skills and experience presenting to senior executives.
• Ability to develop clear proposals and coordinate teams across functions and regions.

Responsibilities

• Own the solution strategy for new clients, account growth, and contract renewals.
• Develop proactive proposals that address client needs and create opportunities.
• Lead responses to Requests for Proposal (RFPs), Requests for Information (RFIs), and other formal client requests.
• Develop solution designs, pricing models, business cases, and executive presentations.
• Design service improvements across customer channels, using AI, automation, analytics, and digital self-service where appropriate.
• Translate client challenges into practical service designs and operating models.
• Partner with Sales to assess opportunities, shape proposals, and agree pursuit plans.
• Engage senior client stakeholders to understand priorities and explain the proposed solution.

Skills

CX

BPO

Digital ops

Telecom

Presales

Solution design

Pricing models

Executive presentation

Job description

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

At Firstsource, we help leading telecom organizations transform customer experiences through innovative, scalable, and future-ready solutions. Our Solution Architects play a key role in designing business solutions, driving digital transformation, and delivering value through technology, analytics, and operational excellence. If you're passionate about solving complex challenges and shaping impactful telecom solutions, we'd love to hear from you.

Job Title- Director- Solutions Architect

Location: Remote, anywhere in India

Travel: Travel to FSL offices and client locations as required

Experience: 7–10 years of relevant experience

Work Mode: Remote

Lead the design of customer experience (CX) and business operations solutions for global clients. Combine people, processes, data, and technology to improve service and business results.

Key responsibilities

• Own the solution strategy for new clients, account growth, and contract renewals.
• Develop proactive proposals that address client needs and create opportunities.
• Lead responses to Requests for Proposal (RFPs), Requests for Information (RFIs), and other formal client requests.
• Develop solution designs, pricing models, business cases, and executive presentations.
• Design service improvements across customer channels, using AI, automation, analytics, and digital self-service where appropriate.
• Translate client challenges into practical service designs and operating models.
• Partner with Sales to assess opportunities, shape proposals, and agree pursuit plans.
• Engage senior client stakeholders to understand priorities and explain the proposed solution.

Experience and skills

• Relevant experience in CX, business process outsourcing (BPO), digital operations, contact centre services, or consulting within Telecom sector (Mandatory)
• A proven record in presales, solution design, solution leadership or consulting for global clients.
• Knowledge of customer journeys, channel strategy, and service operating models across markets.
• Experience in proactive proposals, complex bids, pricing, commercial models, and business cases.
• Ability to identify practical uses for AI, automation, analytics, and digital self-service.
• Strong consultative skills and experience presenting to senior executives.
• Ability to develop clear proposals and coordinate teams across functions and regions.