AGM/AVP - CX Solution Architect -Telecom- Mumbai/Gurugram
Location: Gurugram, Mumbai • Level: Senior Level • Openings: 1 • Type: Full-time
Job description
Job Title – CX Solution
Architect -Telecom– AGM/AVP
Work Location – Mumbai/
Work Model – Work from
office
Candidate Industry: BPO / KPO / GBS / GCC / GSS / Captive Shared Services
Shift: Flexible with shifts as per business requirement
Candidate Expectations & Responsibilities:
This pivotal role will act as a Subject Matter Expert for our Telecom vertical and lead all presales and solution
pursuits, both reactive and proactive, as lead architect. This role is for an experienced solution leader who can
bring practical telecom contact center experience, commercial knowledge, and a deep understanding of the
telecom customer service landscape across wireless, broadband, fiber, cable, digital care, billing, technical support,
and retention operations. They will work closely with Sales, Operations, Technology, Revenue, and Delivery teams
to provide solutions for telecom clients across clusters. They should understand a client’s current operating model,
identify opportunities for change, and build a clear solution that balances customer experience, operational
efficiency, regulatory risk, network and service complexity, and ROI. The candidate should be capable of leading
conversations with senior stakeholders, translating business problems into solution constructs, and supporting
growth through proactive propositions and RFP/RFQ responses.
Qualification:
15+ years of experience in telecom, BPO, customer operations, digital care, technical support, or
consulting, including at least 10 years in contact center or customer experience operations.
Strong exposure to telecom customer service across wireless, broadband, fiber, cable, billing, technical
support, retention, digital channels, and service assurance journeys; omni-channel telecom 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 telecom, CX, contact center operations, CRM, OSS/BSS,
service design, Lean Six Sigma, digital transformation, cloud, automation, or AI-led customer operations.
The Responsibilities & Duties:
Lead solution design, strategy, and deal approach for proactive and reactive telecom opportunities
across customer care, technical support, billing, collections, retention, digital care, and omni-channel
operations.
Work with Account teams to qualify opportunities, design the win strategy, define scope and create a
client-specific value proposition.
Understand telecom customer journeys such as new connection, plan changes, billing disputes,
payment support, network outages, service assurance, device support, roaming, upgrades, churn
prevention, complaints, and field service coordination, and convert these into service designs.
Bring working knowledge of CRM, agent desktop, knowledge management, IVR, chatbot, live chat,
email management, social care, workforce management, OSS/BSS, order management, trouble
ticketing, and service assurance platforms used in telecom operations.
Create proposals, presentations, solutions, effort models and commercial inputs that explain the
operating model, process approach, staffing details, service levels and transformation roadmap.
Lead and review RFP/RFQ responses, support internal solution approvals, leadership reviews and
confidently propose the solution in client discussions.
Assess as-is processes, identify opportunities and recommend improvements across channel mix,
automation, self-service, quality, training, knowledge and customer experience.
Evaluate compliance and risk considerations across data privacy, customer authentication, payment
handling, regulatory communications, complaint management, vulnerable customers, service
continuity, and telecom-specific controls.
Develop financial models covering productivity, cost-to-serve, automation benefits, transformation
investments, pricing assumptions and expected return on investment.
Keep track of competitor capabilities, market trends, telecom service innovations, regulatory
developments, OSS/BSS modernization, digital care models, automation trends, and potential
partnerships that can strengthen the pursuit or proposition.
Support due diligence, discovery workshops and client site visits when required, including structured
information gathering and validation of operational assumptions.
Conceptualize AI-enabled customer service solutions for telecom use cases such as billing explanation,
outage updates, network troubleshooting, plan recommendations, churn-risk identification, proactive
service notifications, order status, and field visit scheduling.
Promote responsible use of AI and digital tools in telecom operations, with clear attention to
explainability, privacy, security, regulatory compliance, service reliability, governance, and customer
trust.
Key Skills:
Mandatory: CX solutions, Telecom Solutions, CX Solutions architect, solutioning, presales, RFI, RFQ, RFX, Telecom, CX Solutioning
Good to have: Lean Six Sigma, CX related Certifications.
Job ID: 2043