AI Solution Architect

Qualfon; Highland Park (MI); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health Benefits

PTO

401k

Job summary

Qualfon is seeking a Solution Architect to own the AI relationship for external clients, blending architecture with client management. You will manage a defined client book, discuss AI capabilities, ROI, and coordinate with SAMs/BDs to deepen AI penetration and drive renewals.

Ideal candidates have strong client-facing experience in BPO, fluency in AI/automation, and superb executive communication. Travel to client sites may be required as needed.

Qualifications

• Experience in client-facing roles in BPO/outsourcing.
• Fluency in AI, automation, GenAI, analytics to advise clients.
• Strong business acumen with contract terms and P&L.
• Excellent executive communication and presentation skills.
• Willingness to travel to client sites.
• Ability to translate capabilities into client value and ROI.

Responsibilities

• Maintain a detailed, current profile for every client in the assigned portfolio, including locations, stakeholders, performance trends, contract terms and renewal dates, and a map of AI capabilities.
• Serve as the single point of accountability for AI strategy and adoption within the client book.
• Track AI penetration, pipeline, and adoption metrics across the portfolio to leadership.
• Track ROI and revenue generation for AI capabilities for each client.
• Translate Qualfon's AI capabilities into client-specific business value and ROI narratives.
• Design and present tailored AI adoption roadmaps aligned with client priorities.
• Act as the technical credibility layer in client conversations to explain how capabilities work and outcomes.
• Represent client requirements back to product/technical teams to inform the AI roadmap.
• Partner with SAMs and BDs on account strategy, quarterly business reviews, renewals, and expansion opportunities.
• Co-develop AI narratives for new business pursuits, including SOW input and solution-level pricing.
• Build trusted relationships with Sales and Operations counterparts to succeed through partnership.

Skills

Client relationship management

Solution consulting

AI familiarity

Executive communication

Analytical mindset

Travel willingness

BPO industry knowledge

Job description

Overview

Qualfon is building a team of Solution Architects to own the AI relationship for our external business clients, working hand-in-hand with the Strategic Account Managers (SAMs) and Business Developers (BDs) who own the commercial relationship. This role is a hybrid of technical solution architect and client relationship manager: someone who is as comfortable in a client business review discussing renewal risk and contract performance as they are explaining how a GenAI quality-evaluation or agent-assist capability translates into measurable client value.

Each Solution Architect owns a defined book of clients and is expected to know that portfolio in detail: locations, key contacts, performance trends, contract terms, and the client's current and potential AI capability footprint. The objective is straightforward - deepen and grow AI penetration across the assigned client portfolio, in lockstep with the Sales and Operations partners who manage the day-to-day account relationship.

Benefits & Time Off

As a full-time position, Company benefits are offered in compliance with the Affordable Care Act (ACA), state and federal law, and Company policies. These benefits include Medical, Dental, Vision, Employee Assistance Program, Life and Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Accident, Critical Illness, Hospital Indemnity, Legal, Identity Protection, Pet Insurance, and 401k.
Full-time employees are eligible to receive paid time off (PTO) benefits based on the Company's current paid time off policies and in accordance with applicable state law. Further, Colorado residents are eligible for Paid Sick and Safety Leave, per applicable state law provisions and Company policy. All benefits are subject to any plan changes at the Company's sole discretion.

Compensation

this position will be paid on a salaried basis with a pay range between $100,000 - $120,000 annually depending on prior experience. This base pay is subject to all applicable statutory deductions and authorized withholdings as required by law. This base pay is also subject to any authorized deductions to contribute toward the employee's portion of benefits premiums and/or 401(k) contributions.

EQUAL OPPORTUNITY STATEMENT

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - https://qualfon.com/join-us/

Responsibilities

Client Portfolio Ownership

• Maintain a detailed, current profile for every client in the assigned portfolio: locations, key stakeholders and contacts, performance and SLA trends, contract terms and renewal dates, and a map of current and potential AI capabilities.
• Serve as the single point of accountability for AI strategy and adoption within the assigned client book.
• Track and report AI penetration, pipeline, and adoption metrics across the portfolio to leadership.
• Track ROI and Revenue generation for AI capabilities for each client.

Solution Architecture & Advisory

• Translate Qualfon's AI capabilities (GenAI, conversational AI, agent assist, automation, analytics, quality and workforce AI) into client-specific business value and ROI narratives.
• Design and present tailored AI adoption roadmaps that identify the next-best AI capability for each client, sequenced against their business priorities.
• Act as the technical credibility layer in client conversations - able to explain how a capability works, what it takes to implement, and what outcome it drives, without requiring an engineer in the room.
• Represent client requirements and feedback back to Qualfon's product and technical teams to inform the AI roadmap.

Sales & Operations Partnership

• Partner directly with assigned SAMs and BDs on account strategy, quarterly business reviews, renewals, and expansion opportunities.
• Co-develop the AI narrative for new business pursuits and proposals, including SOW input and solution-level pricing considerations.
• Build trusted, working relationships with Sales and Operations counterparts - this role succeeds through influence and partnership, not authority.

AI Portfolio & Industry Analysis

• Continuously scan the market for new AI offerings, vendors, and capabilities relevant to Qualfon's client verticals.
• Recommend additions to Qualfon's client-facing AI portfolio based on competitive and industry analysis.
• Maintain a working knowledge of the competitive landscape for AI-enabled BPO and outsourcing services.

Qualifications

Required Skills & Experience

• Proven experience in a client-facing relationship management, account management, or solution consulting role, ideally within BPO, outsourcing, or a related services industry.
• Working technical fluency in AI and automation capabilities (GenAI, conversational AI, RPA, analytics, quality/workforce AI) sufficient to credibly advise clients - deep engineering expertise is not required.
• Demonstrated ability to build and manage trusted relationships with both external clients and internal Sales/Operations partners.
• Strong business acumen: comfortable reading contract terms, performance data, and P&L impact.
• Excellent executive-level communication and presentation skills.
• Analytical rigor - able to build a business case and a measurement plan for a proposed AI capability, not just describe it.
• Willingness and ability to travel to client sites as needed.

Preferred Skills

• Experience in a solution architect, pre-sales, or technical account management role.
• Direct experience with contact center, BPO, or workforce operations.
• Familiarity with GenAI quality evaluation, agent-assist, or conversational AI platforms.
• Prior experience partnering directly with Sales/Account Management functions in a matrixed structure.