Associate Director – CX Solutions Full Time

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ – their differentiated approach to reimagining traditional outsourcing – to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Associate Director – Solution Architect

The Associate Director CX Solutions will support the CX Solutions team in designing, developing, and deploying customer experience (CX) solutions tailored for its clients. The role involves working closely with cross-functional teams to gather requirements, analyse business challenges, and contribute to solution development and pre-sales activities. The ideal candidate will have a strong understanding of multi domain CX challenges and technologies, and will play a key role in solution documentation, cost-benefit analysis, stakeholder coordination, and implementation support.

Location: Mumbai /Bangalore/ Hyderabad/ Remote

Roles & Responsibilities

• Requirement Gathering & Analysis:
• Collaborate with sales, pre-sales, and operations teams to understand client pain points and business goals.
• Analyze domain specific challenges such as customer churn, billing disputes, and service reliability.
• Solution Development Support:
• Assist in designing CX solutions aligned with domain business objectives (e.g. billing, technical support, network etc.).
• Contribute to the creation of solution documentation including architecture overviews, value propositions, and cost-benefit analyses.
• Stakeholder Collaboration:
• Coordinate with internal teams (IT, marketing, analytics) to ensure solution feasibility and alignment.
• Support the preparation of RFP/RFI responses and client presentations.
• Technology Assessment:
• Evaluate CX tools and platforms (CRM, IVR, chatbots) and recommend suitable options.
• Support integration planning and technical feasibility assessments.
• Implementation Support:
• Assist in project planning including timelines, milestones, and deliverables.
• Provide guidance to implementation teams and help resolve solution-related issues.
• Continuous Improvement:
• Incorporate feedback from operations and clients to refine solutions.
• Stay updated on emerging CX technologies such as GenAI, predictive analytics, and sentiment analysis.

Key Skills

• Multidomain Domain Expertise with strong knowledge of CX solutions, customer onboarding/servicing processes, and customer lifecycle management.
• Experience with CX platforms (e.g., CRM, Conversational IVR, AI chatbots, omnichannel engagement tools, GenAI powered CX solutions).
• Exposure to digital transformation initiatives including automation, AI/ML, and analytics in customer experience.
• Ability to assess and recommend tools and technologies suited to domain-specific needs.
• Strong analytical skills to interpret customer data, identify pain points, and propose actionable solutions.
• Ability to conduct cost-benefit analysis and build business cases for CX initiatives.
• Excellent written and verbal communication skills for creating solution documents, proposals, and presentations.
• Ability to simplify complex technical concepts for business stakeholders.
• Experience in supporting project planning, milestone tracking, and solution deployment.
• Ability to guide implementation teams and troubleshoot solution-related issues.
• Creative mindset with a focus on innovation and continuous improvement.
• Awareness of emerging trends like GenAI, predictive analytics, and sentiment analysis in CX.
• Strong team player who can work as an individual contributor or lead a team if required
• Flexibility in meeting changing business needs

Qualification & Experience

• 10+ years of relevant CX solutioning/ tech, requirements gathering and business development experience (primarily contact centers and CX)
• Graduate/Postgraduate from reputed institute
• Understands proposal, costing and pre-sales, contact center technologies
• Worked in GenAI projects in the CX space will be an added advantage.
• Strong analytical and quantitative skills
• ⚠ ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.