Solution Leader – Retail CX Transformation

Latinum HR Solutions; Mumbai; On-site; INR 4,000,000 - 6,400,000; Full time

Job summary

Latinum is hiring a Solution Architect – Transformation (Retail) to lead CX and contact center transformations with AI-led solutions. You will shape end-to-end strategies, assess current processes and design target-state architectures across CCaaS, CRM, agent desktops, WFM and analytics.

Strong presales and executive engagement are required for success. Requires 18+ years in customer operations or CX transformation, plus 10+ years in contact centers.

Qualifications

• 18+ years in customer operations, BPO, or CX transformation including 10+ years in contact centers.
• Strong knowledge of CCaaS/CRM platforms and integration patterns.
• Experience in presales, solution architecture and business case development.

Responsibilities

• Lead end-to-end solution strategy for CX and contact center transformation deals.
• Assess processes, data, integrations and KPIs to identify transformation opportunities.
• Design target-state solutions including CCaaS, CRM, agent desktop, WFM and analytics.
• Develop AI/GenAI and automation solutions for virtual agents and agent assist.
• Define API, middleware, CTI, IVR, CRM integrations and data platforms requirements.
• Build transformation roadmaps with migration, pilots and benefits realization.

Skills

CX Transformation

CCaaS / CRM platforms

Presales & Architecture

Executive engagement

Transformation roadmaps

Education

Engineering / Technology degree

Tools

Genesys

NICE

Salesforce

ServiceNow

Amazon Connect

Five9

Job description

Position: Solution Architect – Transformation (Retail)

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

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.
• 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.