Solution Architect - Customer Experience

Insight Global; Dunwoody (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Insight Global is seeking a Customer Experience Solutions Architect to design innovative, scalable CX solutions and partner with Sales, Delivery, Operations, and executives to drive measurable business outcomes.

You will lead discovery, develop solution narratives, build financial models, and support pre-sales and SOWs, ensuring profitability, feasibility, and executive-ready documentation.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 8+ years of experience in customer experience, contact center operations, consulting, managed services, solution architecture, or related disciplines.
• Demonstrated experience designing complex business, operational, and technology-enabled solutions.
• Experience supporting customer-facing consulting and pre-sales engagements.
• Strong financial modeling, pricing, staffing, and business case development skills.
• Experience creating Statements of Work, proposals, staffing models, operating models, and governance frameworks.
• Knowledge of customer support, contact center, service management, and operational excellence best practices.
• Experience leading discovery workshops and executive-level stakeholder discussions.
• Exceptional written communication, presentation, facilitation, and stakeholder management skills.
• Ability to manage multiple strategic opportunities simultaneously while maintaining quality and attention to detail.

Responsibilities

• Lead client discovery sessions to understand business objectives, operational challenges, technology landscapes, service requirements, and desired outcomes.
• Design scalable CX and support solutions aligned to client goals, workforce strategies, operational best practices, and delivery capabilities.
• Architect solutions across contact centers, customer support organizations, service desk/help desk operations, ERP/EHR implementation support, At-the-Elbow (ATE) programs, shared services, transactional operations, managed services, workforce management, AI, automation, and knowledge management programs.
• Translate complex business requirements into practical, sustainable, and measurable delivery models.
• Lead pre-sales activities in partnership with Sales and Practice Leadership.
• Develop solution narratives, executive presentations, proposal content, and customer-facing deliverables that clearly connect solution design to business value.
• Build financial models, pricing strategies, staffing plans, resource forecasts, and commercial assumptions.
• Support contract negotiations, scope definition, and deal structure recommendations.
• Ensure solutions balance client value, operational feasibility, risk mitigation, and profitability.
• Contribute to revenue growth objectives for the CX practice.

Skills

CX strategy

Discovery workshops

Executive stakeholder engagement

Financial modeling

Pre-sales support

Proposal & SOW development

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Salesforce

Epic

Workday

Genesys

NICE

Talkdesk

Microsoft Copilot

Job description

The Customer Experience (CX) Solutions Architect is responsible for designing innovative, scalable, and commercially viable customer experience solutions that drive measurable business outcomes for clients. This role serves as a strategic consultant and trusted advisor, partnering with Sales, Delivery, Operations, Technology, Finance, and executive stakeholders to develop solutions across contact centers, help desks, service desks, business process outsourcing (BPO), managed services, digital operations, ERP/EHR support, workforce optimization, AI, and automation initiatives.

The CX Solutions Architect leads discovery, solution strategy, financial modeling, proposal development, and Statement of Work (SOW) creation while ensuring operational feasibility, profitability, and successful client outcomes. The role combines consulting, solution design, commercial leadership, and thought leadership to support revenue growth and strengthen Insight Global’s position as a strategic CX partner.

Solution Design & Consulting

• Lead client discovery sessions to understand business objectives, operational challenges, technology landscapes, service requirements, and desired outcomes.
• Design scalable CX and support solutions aligned to client goals, workforce strategies, operational best practices, and delivery capabilities.
• Architect solutions across contact centers, customer support organizations, service desk/help desk operations, ERP/EHR implementation support, At-the-Elbow (ATE) programs, shared services, transactional operations, managed services, workforce management, AI, automation, and knowledge management programs.
• Translate complex business requirements into practical, sustainable, and measurable delivery models.
• Lead pre-sales activities in partnership with Sales and Practice Leadership.
• Develop solution narratives, executive presentations, proposal content, and customer-facing deliverables that clearly connect solution design to business value.
• Build financial models, pricing strategies, staffing plans, resource forecasts, and commercial assumptions.
• Support contract negotiations, scope definition, and deal structure recommendations.
• Ensure solutions balance client value, operational feasibility, risk mitigation, and profitability.
• Contribute to revenue growth objectives for the CX practice.

Proposal & SOW Development

• Own development of Statements of Work (SOWs), Managed SOWs (MSOWs), transition plans, implementation roadmaps, and governance frameworks.
• Define service levels, KPIs, assumptions, dependencies, risks, mitigation strategies, and operating models.
• Align proposed solutions with delivery capabilities, operational requirements, customer expectations, and commercial guardrails.
• Ensure consistency, quality, clarity, and executive readiness across solution documentation.

Delivery Readiness & Governance

• Partner with delivery leadership to ensure successful transition from sales to implementation and operations.
• Define governance structures, reporting cadence, escalation paths, performance management models, and accountability frameworks.
• Identify implementation risks and develop mitigation strategies before launch.
• Support executive governance during implementation, stabilization, optimization, and expansion phases.
• Provide escalation support and strategic guidance throughout the customer lifecycle.
• Monitor customer experience trends, emerging technologies, workforce models, and operational best practices.
• Incorporate AI, automation, analytics, workforce optimization, self-service, and digital transformation capabilities into solution designs where appropriate.
• Develop reusable frameworks, accelerators, templates, proposal assets, and best practices.
• Support practice enablement, knowledge sharing, and mentoring of junior solution professionals.
• Help evolve CX go-to-market offerings and managed service capabilities.

Required Qualifications

• Bachelor’s degree or equivalent professional experience.
• 8+ years of experience in customer experience, contact center operations, consulting, managed services, solution architecture, or related disciplines.
• Demonstrated experience designing complex business, operational, and technology-enabled solutions.
• Experience supporting customer-facing consulting and pre-sales engagements.
• Strong financial modeling, pricing, staffing, and business case development skills.
• Experience creating Statements of Work, proposals, staffing models, operating models, and governance frameworks.
• Knowledge of customer support, contact center, service management, and operational excellence best practices.
• Experience leading discovery workshops and executive-level stakeholder discussions.
• Exceptional written communication, presentation, facilitation, and stakeholder management skills.
• Ability to manage multiple strategic opportunities simultaneously while maintaining quality and attention to detail.

Preferred Qualifications

• Multi-industry customer experience or payer/provider support experience.
• Experience supporting ERP, EHR, CRM, ITSM, digital workplace, or enterprise technology programs.
• Knowledge of platforms such as ServiceNow, Salesforce, Epic, Workday, Genesys, NICE, Five9, Talkdesk, Cisco, Microsoft Copilot, and other AI-enabled productivity tools.
• Experience designing onshore, nearshore, offshore, and blended workforce solutions.
• Certifications in project management, service management, customer experience, cloud technologies, AI/automation, or solution architecture