Retail Solution Architect Presales

Tata Consultancy Services; Dallas (TX); On-site; USD 138,600 - 187,500; Full time

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.

Skills

Solution architecture

Presales

CX

AI

CRM

ROI modeling

Pricing

Executive engagement

Retail

BPO

Education

Bachelor’s or Master’s in business administration or related field

Tools

Salesforce

Zendesk

Dynamics

Genesys

NICE

Job description

Job Description: Lead Solution Architect and Subject Matter Expert for the Retail vertical, owning end-to-end presales and solution strategy for proactive and reactive deals across U.S. Retail clients. Lead U.S.-focused and global Retail pursuits, engage directly with client executives, assess current state Retail contact center operations, design future‑ready AI‑led CX solutions, and drive business case, pricing, and ROI modeling. The role requires strong expertise across U.S. Retail contact center ecosystems, CRM platforms, and emerging Agentic AI and Voice AI technologies.

Responsibilities And Duties

• Own end-to-end solution leadership for retail CX pursuits including new logos, expansions, and renewals in the U.S. market.
• Act as Retail CX Subject Matter Expert 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.

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.
• Deep understanding of U.S. retail customer journeys, peak demand patterns, and service cost drivers.
• Experience with CRM (Salesforce, Zendesk, Dynamics, Genesys, NICE, etc.), B2B/B2C workflows, analytics, and AI‑led CX.

Salary Range: $138,600 - $187,500 a year