Retail Solution Architect _ Presales Retail

Tata Consultancy Services; Dallas (TX); On-site; USD 139,000 - 188,000; Full time

Benefits offered by this job

Discretionary Annual Incentive.

Comprehensive Medical Coverage

Maternal & Parental Leaves

Auto & Home Insurance

Certification & Training Reimbursement

Vacation & Holidays

401K Plan

Job summary

Tata Consultancy Services Limited in Dallas seeks a Lead Solution Architect to own end-to-end presales and solution strategy for the U.S. Retail vertical. You will lead U.S.-focused and global pursuits, engage executives, and design AI-led CX solutions across omnichannel channels.

The role requires extensive experience in U.S. Retail contact center ecosystems, CRM platforms, and ROI modeling. You will drive value through pricing, deal shaping, and cross-functional collaboration.

Qualifications

• 13+ years in BPO / Customer Operations.
• 10+ years in U.S. Retail delivery/solutioning.
• Strong CRM and AI-led CX experience.

Responsibilities

• Own end-to-end solution leadership for US Retail CX pursuits.
• Lead client workshops, executive solution defenses, and GTM work.
• Develop pricing models, ROI cases, and RFP/RFI responses.
• Collaborate with Sales, Delivery, and Transition teams for feasibility.

Skills

Retail CX expertise

CRM platforms

AI/CX technologies

Executive stakeholder engagement

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

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Skills

• Retail : Retail Business Analysis

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE

Location

Dallas, TX

Role

Solution Architect

Function

TECHNOLOGY

Salary Range

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