Solution Architect Retail

Job Description 

Solution Leader – Retail Contact Center 

Position: Solution Architect – Retail

Location: Mumbai, India (Preferred)

The Opportunity 

This pivotal role will act as a Subject matter expert for our Retail vertical and lead all presales and solution pursuits (reactive and proactive) as lead Architect. This role is for an experienced solution leader who can bring practical retail contact center experience, commercial knowledge and deep understanding of the Retail Contact center landscape. They will work closely with Sales, Operations, Technology, Revenue and Delivery teams to provide solutions for retail clients across clusters. They should understand a client’s current operating model, identify change, and build a clear, solution that balances customer experience, operational efficiency, risk and ROI. The candidate should be capable of leading conversations with Senior stakeholders, translating business problems into solution constructs, and supporting growth through both proactive propositions and RFP/RFQ responses. 

The Responsibilities & Duties  

1. Lead solution design, strategy and deal approach for proactive and reactive retail opportunities across customer service, eCommerce, store support and omni-channel operations. 

2. Work with Account teams to qualify opportunities, design the win strategy, define scope and create a client-specific value proposition. 

3. Understand retail customer journeys such as order status, click and collect, returns, refunds, product availability, loyalty, complaints, delivery issues and store queries, and convert these into service designs. 

4. Bring working knowledge of CRM, agent desktop, knowledge management, chatbot, live chat, email management, social care and workforce management platforms used in retail operations. 

5. Create proposals, presentations, solutions, effort models and commercial inputs that explain the operating model, process approach, staffing details, service levels and transformation roadmap. 

6. Lead and review RFP/RFQ responses, support internal solution approvals, leadership reviews and confidently propose the solution in client discussions. 

7. Assess as-is processes, identify opportunities and recommend improvements across channel mix, automation, self-service, quality, training, knowledge and customer experience. 

8. Evaluate compliance and risk considerations across GDPR, PCI-DSS, data privacy, payments, refund handling, vulnerable customers and customer communication controls. 

9. Develop financial models covering productivity, cost-to-serve, automation benefits, transformation investments, pricing assumptions and expected return on investment. 

10. Keep track of competitor capabilities, market trends, retail service innovations and potential partnerships that can strengthen the pursuit or proposition. 

11. Support due diligence, discovery workshops and client site visi ts when required, including structured information gathering and validation of operational assumptions. 

12. Conceptualize AI-enabled customer service solutions for retail use cases such as order support, returns guidance, stock availability, refund status, virtual shopping assistance and proactive notifications. 

13. Promote responsible use of AI and digital tools in retail operations, with clear attention to transparency, privacy, safety, governance and customer trust. 

  

The Qualifications 

 

• Bachelor’s or master’s degree in business administration, operations, technology or a related discipline. 

• 18+ years of experience in retail, eCommerce, BPO, customer operations or consulting, including at least 10 years in contact center or customer experience operations. 

• Strong exposure to retail customer service across digital, store, fulfilment, loyalty and post-purchase journeys; omni-channel retail experience is essential. 

• Hands-on experience in solutioning, presales, proposals, client presentations, deal shaping, operating model design and business case development. 

• Preferred certifications or formal learning in retail, CX, contact center operations, CRM, service design, Lean Six Sigma, digital transformation or AI-led automation. 

RoleLead

Qualifications

MASTER OF BUSINESS ADMINISTRATION