Solutions Architect - Agentic AI

EXL; Dadri; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

EXL is seeking a Transformation Leader to drive the charter for re-imagining client business operations through Agentic AI, Generative AI, and autonomous-agent ecosystems. You will own strategy, architecture, roadmap, and execution of embedding AI-led solutions across business operations, designing multi-agent systems and scalable platforms in production with clients and EXL teams.

You will guide complex programs, lead deal pursuits, and ensure value delivery through end-to-end lifecycle

Qualifications

• Experience leading digital transformation programs.
• Expertise in automation across back-office and customer operations.
• Proven ability to design multi-agent/workflow architectures.
• Strong program management across large, cross-functional teams.
• Experience with agentic/Gen AI solutions and CX optimization.

Responsibilities

• Own strategy and roadmap for AI-led transformation of operations.
• Lead end-to-end solution design for agentic AI proposals.
• Develop reusable AI assets and reference architectures.
• Collaborate with client partners and internal teams to win deals.
• Manage budgets, timelines and governance for programs.

Skills

Digital transformation

Automation

Agentic AI

Program management

CX journey design

Tools

CRM

ERP

CCaaS

Data platforms

Job description

The Transformation Leader leads the charter for re-imagining client business operations through Agentic AI, Generative AI, and autonomous-agent ecosystems that meaningfully impact business and customer outcomes. In this role, you will own the strategy, architecture, roadmap, and execution of embedding agentic and AI-led solutions across business operations — designing multi-agent systems, orchestrating human-in-the-loop workflows, and scaling agentic platforms in production by working with clients, internal stakeholders, and the EXL Digital & AI Team.

Core Functions

• 12+ years of experience across digital transformation, automation, corporate strategy, business development, delivery & partnership Management
• Expertise across back office and Contact Centre Operations
• Agentic AI Solutions and CX Journey Enhancement- Assessing customer journeys, analyzing journey breakpoints, opportunities to improve self-serve connections, assessing the efficacy of current solutions, understanding of technology landscape and accordingly design the end-user journey.
• Agent Experience & Enablement - Implement Agent Assist tools, AI-driven knowledge management, and quality/training digitization,
• Agentic AI Opportunity Identification – Diagnose client operations to surface high-value, long-horizon, multi-step workflows that are candidates for agentic automation; size the prize across cost-to-serve, throughput, accuracy, and CX uplift, and build a prioritized agentic AI opportunity portfolio for each strategic client.
• Agentic Solution Design for Pursuits – Lead end-to-end solutioning for new deals, RFPs, RFIs, and renewals involving agentic AI – including target operating model, multi-agent workflow design, human-in-the-loop checkpoints, integration approach (CRM, ERP, CCaaS, ticketing, data platforms), and the build-vs-buy / partner-vs-EXL-IP stack recommendation.
• Business Case & Commercial Modeling – Build defensible business cases for agentic deployments including baseline benchmarking, autonomy-level assumptions, FTE impact, cost-per-task economics, ramp curves, risk-adjusted ROI, and pricing constructs (outcome-based, gainshare, per-transaction) that work for both client and EXL P&L.
• Client Pitch, Demos & Orals – Serve as the executive-level agentic AI voice in client conversations – lead discovery workshops, design-thinking sessions, demos of EXL agentic assets and accelerators, oral defenses, and CXO briefings; translate frontier capabilities into outcomes the client’s business and IT teams can both buy into.
• Agentic Solution Stack Fluency – Working understanding of modern LLMs (Claude, GPT, Gemini, Llama), agent orchestration patterns (planning, tool/function calling, RAG, multi-agent), and enterprise considerations (evaluation, guardrails, security, SOC 2 / GDPR / HIPAA) – sufficient to credibly shape solutions, challenge partner proposals, and converse with client architects and CIOs.
• Proven track record of delivering large scale digital transformation programs covering Agentic AI/ Gen AI/ ML, Robotic Process Automation (RPA), workflows, Customer experience (Cx) layer, Low Code / No Code solutions etc.
• End to End lifecycle management from POC to implementation to maintenance & support
• Proven capability of complex program management, leading & influencing multiple cross functional teams to deliver top quality top line and bottom line performance for the company
• Lead AI-driven opportunity identification and solution design in collaboration with client partners, business leaders, SMEs, and digital/AI specialists.
• Conversation AI Solutions: Knowledge and implementation experience of Voice bots/Chat bots including opportunity assessment, Solution designing, Business case creation and leading implementation
• Prepare feasibility documents/ studies, recommend and establish program objectives, priorities and schedules in conjunction with user and functional requirements.
• Interface with Product team, Business stakeholders and Senior Management throughout the project for smooth delivery
• Able to manage budgets, technical estimation in respect of the project delivery life cycle.
• Ensure adherence to timelines and budget leading to successful completion of the projects.
• Shift timings can be flexible according to the project.

Essential Functions

• Own strategy and roadmap for data and AI led transformation of business operations
• Act as the agentic AI solution lead on strategic pursuits – own the solution narrative, response strategy, win themes, differentiators, and proof points for RFPs, RFIs, and proactive pitches involving agentic and GenAI components.
• Build reusable agentic AI solution assets – reference architectures, accelerators, demo journeys, ROI calculators, vertical playbooks, and case studies – that shorten deal cycles and lift win rates.
• Partner with Client Partners and Sales leadership to qualify, shape, and close agentic AI opportunities – including deal structuring, outcome/gainshare-based commercial constructs, and orchestration of EXL Digital & AI, Delivery, Legal, and Finance through the pursuit lifecycle.
• Act as a single point of contact for internal / external inquiries
• Demonstrate strong analytical problem-solving skills combined with excellent interpersonal and relationship building abilities
• Maintain governance and provide reporting to business units, leadership, and clients.
• Stay Updated on emerging technologies and operating practices for potential application in client operations
• Support transformation solutions and roadmaps for new deals / pursuits