Lead AI‑Driven Retail CX Solutions Architect

Tata Consultancy Services

Dallas (TX)

On-site

USD 138,600 - 187,500

Full time

14 days+

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Job summary

Tata Consultancy Services in the United States is seeking a Lead Solution Architect and Subject Matter Expert for the Retail vertical, owning end-to-end presales, solution strategy, and ROI modeling for proactive and reactive deals with U.S. Retail clients.

You will lead US-focused and global Retail pursuits, engage executives, design AI-led CX solutions, and drive pricing, business cases, and transition to delivery with strong CRM and Agentic AI expertise.

Qualifications

Bachelor’s or master’s degree in business administration or related field.
13+ years of experience in BPO / Customer Operations.
10+ years in U.S. Retail delivery and/or Retail solutioning.
Strong exposure to large‑scale, omni‑channel U.S. retail contact center environments.
Experience with CRM (Salesforce, Zendesk, Dynamics, Genesys, NICE, etc.), B2B/B2C workflows, analytics, and AI‑led CX.

Responsibilities

Own end-to-end solution leadership for U.S. retail CX pursuits.
Act as Retail CX SME across sales support, order management, fulfilment, returns/refunds, loyalty, and post-purchase care.
Lead creation of solution strategies, operating models, transformation roadmaps, and target architectures.
Drive hands‑on development of RFP/RFI responses, solution decks, pricing models, and value cases.
Lead client workshops, solution presentations, and executive solution defenses.
Partner closely with Sales on GTM strategy, proactive pipeline shaping, and deal qualification.
Design scalable omni‑channel CX solutions across voice, chat, email, social, messaging, and digital self‑service.
Define future‑state CX transformations using AI (including Agentic AI), automation, analytics, and self‑service to reduce cost‑to‑serve and improve CX outcomes.
Develop financial models, pricing constructs, and ROI/TCO business cases aligned to U.S. client expectations.
Collaborate with Delivery and Transition teams to ensure solution feasibility and smooth handoff.
Track U.S. retail CX trends, seasonality dynamics, regulatory considerations, and emerging technologies.
Support client due diligence, deal shaping, and post‑award solution refinement.
Strong consultative and storytelling skills, with ability to influence CX, Digital, Operations, and IT executives.
Deep understanding of U.S. retail customer journeys, peak demand patterns, and service cost drivers.
Demonstrated success designing transformation‑led, AI‑enabled CX solutions.