Solution Consultant / CX Solution Architect

Consilium Software Inc; Delhi; Hybrid; INR 1,800,000 - 3,200,000; Full time

Job summary

Consilium Software Inc. is hiring for a Solution Consultant / CX Solution Architect to help customers understand and adopt our AI-Orchestrated CX platform. You will shape solution architectures, demonstrate AI-driven capabilities, support RFPs/POCs, and translate complex tech into clear business outcomes.

You will work with enterprise clients and partners to drive CX transformation across sales, collections, retention, service and digital engagement, in a hybrid New Delhi environment.

Qualifications

• 3–8 years of experience in contact center, CX, CRM or enterprise software consulting.
• Strong CX domain knowledge including CCaaS concepts, agent workflows and journeys.
• Ability to connect business needs with technology across architectures.
• Interest in AI, conversational AI and orchestration technologies.

Responsibilities

• Engage stakeholders to understand CX challenges, KPIs and transformation goals.
• Design end-to-end CX solutions across CCaaS, telephony, CRM, digital channels and analytics.
• Demonstrate AI-driven capabilities and next-best-action outcomes for customers.
• Lead pre-sales demos, RFP/RFI responses and technical proposals.
• Translate customer requirements into practical, deployable solution designs.
• Collaborate with partners and internal teams to deliver integrated CX solutions.
• Articulate measurable business value and ROI from proposed architectures.

Skills

CX Domain Knowledge

Solution Design

AI Curiosity

Communication Skills

Technical Foundation

Ownership

Learning Mindset

Pre-Sales Experience

Job description

Build the Future of Intelligent Customer Experience

Are you a Customer Experience, Contact Center or Pre-Sales professional who wants to work at the intersection of AI, customer engagement and enterprise technology? Consilium Software is looking for a Solution Consultant / CX Solution Architect to help customers and partners understand, design and adopt our AI-Orchestrated Customer Experience platform.

This is more than a traditional pre-sales role. You will work with enterprise and global customers to understand business challenges, shape solution architecture, demonstrate AI-driven capabilities, support RFPs and POCs, and translate complex technology into clear business outcomes.

You will have the opportunity to work on real-world CX transformation initiatives across sales, collections, retention, service, conversational AI, digital engagement and customer journey orchestration.

About Consilium

Consilium Software is an AI-powered Customer Experience Intelligence and Orchestration company with 30 years of contact center expertise and 20+ years of CX intellectual property. Our solutions are used by 2,000+ companies across 100+ countries and support billions of customer interactions annually.

We help enterprises move from fragmented CX tools and static processes to intelligent, connected customer journeys—bringing decision intelligence, AI, automation, orchestration, governance and analytics together across inbound and outbound engagement.

Our AI & CX Platform

• UniCampaign™ – Outbound Intelligence: AI-driven customer prioritization, next-best-action, timing, channel, number and campaign orchestration for sales, collections, retention and engagement.
• UniAgent™ – Intelligent Agent Experience: Omnichannel agent workspace with AI assistance, customer context and intelligent workflows.
• UniChAI™ – Conversational AI: AI-powered voice and digital conversations, including multilingual customer engagement.
• UniRSM™ – Real-Time & Interaction Intelligence: Supervision, coaching, speech analytics and operational intelligence.
• UniVCX™ – Secure Assisted Engagement: Video, co-browse and guided digital customer journeys.
• UniDashboard™ / UniInsights™ – CX Analytics: Business, operational and journey intelligence for better decisions.
• UniCloud™ / UniStudio™ / UniASR™ / UniTTS™ / UniConnect+™: Cloud orchestration, workflow, speech and omnichannel integration capabilities supporting enterprise CX environments.

What You Will Do

• Customer Discovery & Consulting: Engage business and technology stakeholders to understand CX challenges, processes, KPIs and transformation objectives.
• Solution Architecture: Design end-to-end CX solutions across CCaaS, telephony, CRM, digital channels, AI, analytics and enterprise systems.
• AI & Outbound Intelligence: Help customers understand how decision intelligence, propensity, BTTC/BNTC, best channel, cadence and next-best-action can improve business outcomes.
• Inbound & Journey Orchestration: Demonstrate how conversational AI, agent intelligence, social engagement, co-browse and analytics can connect the customer journey.
• Pre-Sales Demonstrations: Lead compelling, business-oriented demos that show not only what the technology does, but why it matters to the customer.
• RFP / RFI / Proposal Leadership: Own or contribute to solution responses, architecture diagrams, statements of work, technical proposals and executive presentations.
• POC & Workshop Support: Translate requirements into use cases, solution designs, test scenarios, success criteria and POC demonstrations.
• Partner & Ecosystem Engagement: Work with Cisco, Genesys, CRM, cloud and other technology partners to build integrated customer solutions.
• Technical Collaboration: Work closely with Product, Engineering, Delivery and Sales teams to turn customer requirements into practical, deployable solutions.
• Value Storytelling: Translate technical capabilities into measurable outcomes such as revenue growth, recovery, productivity, customer experience, cost reduction and compliance.

What We Are Looking For

• 3–8 years of experience: In contact center, CCaaS, customer engagement, CRM, UC/telephony, enterprise software or technology consulting, preferably with pre-sales or solution design experience.
• CX Domain Knowledge: Strong understanding of contact center operations, inbound/outbound processes, agent workflows, campaigns, routing, reporting and customer journeys.
• Solution Design Mindset: Ability to connect business requirements, technology components and integrations into a coherent end-to-end solution.
• AI Curiosity: Genuine interest in AI, conversational AI, predictive intelligence, agentic/AI orchestration and how these technologies create measurable business value.
• Communication & Presentation: Confidently explain complex concepts to business and technical audiences and create an 'aha' moment during demos.
• Technical Foundation: Understanding of APIs, REST, cloud/on-premise/hybrid architectures, CRM/CCaaS integrations and enterprise application environments.
• Ownership: Self-driven, proactive and comfortable taking a problem from discovery through solution design and customer presentation.
• Learning Mindset: Curious about emerging AI and CX technologies and willing to continuously build domain and product expertise.

Great to Have

• CCaaS / Contact Center Experience: Genesys, Cisco Webex Contact Center, UCCE/UCCX, Amazon Connect, Avaya or similar platforms.
• CRM Experience: Salesforce, Microsoft Dynamics 365, SAP, ServiceNow or other enterprise CRM platforms.
• AI / Data Exposure: Experience with AI/ML use cases, conversational AI, analytics, speech technologies or predictive models.
• Engineering Background: Engineering, computer science or equivalent technical education.
• Enterprise Relationships: Existing relationships or experience working with contact center, CX, IT or digital transformation stakeholders.

Why Join Consilium?

• Work at the AI + CX frontier: Help shape practical AI solutions that are being taken to enterprise customers—not just prototypes.
• Global exposure: Work with customers and partners across international markets and learn how CX requirements differ across industries and geographies.
• Real business impact: See your solution designs translate into revenue, recovery, productivity, customer experience and operational outcomes.
• Learn across the full CX stack: Gain exposure to AI, CCaaS, CRM, telephony, digital channels, analytics, cloud and enterprise integrations.
• Build with an experienced team: Work alongside experienced CX professionals, product leaders, engineers and global partners.
• Shape the future: Contribute ideas to a rapidly evolving AI-Orchestrated CX platform and have a direct voice in how we position and improve our solutions.

What Success Looks Like

• Customer-first thinking: You can quickly understand a customer's business problem and turn it into a compelling solution.
• Solution ownership: You can independently lead discovery, architecture, demos and proposal inputs with limited supervision.
• Business-oriented storytelling: You explain AI and CX technology in terms of measurable business value.
• Continuous learning: You actively build expertise in new AI, CX and industry capabilities and share that knowledge with the team.

“We are looking for people who don't just demonstrate technology—they understand the customer problem, challenge the status quo and help design what comes next.”

Ready to Build What's Next in CX?

If you have a strong CX/contact center foundation and are excited about applying AI to real enterprise customer problems, we would like to hear from you.

Location: New Delhi
Preferred: Immediate joiner / short notice
Work model: Hybrid; collaborative Delhi office near Metro