Summary

As Sr. Director of Solutions at Foundever, you will oversee the solutions architect team, guiding pre-sales initiatives and shaping customer experience (CX) strategies across a range of sectors including Technology, Telecom, BFSI, Healthcare, Retail, Travel & Hospitality, and Utilities. Your proficiency in digital transformation and integrated deal solutions will be instrumental in developing innovative approaches that leverage AI, automation, analytics and in coaching and developing your team.

Job Responsibilities

• Lead Integrated CX & Solutions Design: Serve as a subject matter expert and mentor in customer experience (CX), digital BPO services, and transformation initiatives. Build and present comprehensive, scalable solutions addressing client goals across customer service, technical support, sales, and back-office operations. Ensure continuous team upskilling to stay ahead of industry trends.
• Drive CX Strategy & Digital Transformation: Spearhead development and execution of CX strategies across verticals and offerings. Implement digital transformation initiatives leveraging AI/GenAI, RPA, analytics, fraud detection platforms, secure messaging, voice biometrics, self-service tools, and omnichannel servicing.
• Client Discovery & Strategic Solutioning: Lead discovery engagements to understand client operating models, risk appetite, customer journeys, and transformation objectives. Translate insights into secure, scalable solution strategies aligned with compliance and commercial viability.
• Develop Proposals & Pricing Models: Craft detailed RFP responses, solution narratives, compliance frameworks, ROI analyses, and innovative pricing strategies (including TCO, transaction-based, and outcome-based models) tailored to enterprise clients, especially in regulated industries.
• Oversee Pre-Sales & Solutions Architecture: Align technical design with client needs and strategic goals, ensuring architecture supports pre-sales initiatives and integrated deal structures.
• Collaborate Across Functions & C-Suite: Partner with Sales, Compliance, Legal, Risk, Product, Technology, and Operations teams, as well as executive stakeholders, to design industry-specific CX roadmaps balancing customer satisfaction, operational efficiency, and revenue growth.
• Manage Large-Scale Deals & Go-to-Market Strategies: Oversee complex, high-value deals and develop competitive go-to-market strategies and value propositions for enterprise clients.
• Monitor Industry Risks & Market Trends: Stay current on emerging threats (e.g., phishing, identity theft, synthetic fraud), regulatory guidance, competitor offerings, and technology advancements to position the organization as a preferred partner.
• Lead Client-Facing Engagements: Drive solution presentations, site visits, and due diligence processes with a focus on operational excellence, customer trust, and risk mitigation.
• Build & Mentor High-Performing Teams: Foster a culture of innovation and collaboration within cross-functional teams, promoting consultative engagement and global operational best practices.
• Ensure Ethics, Compliance & Information Security: Adhere to company policies, Code of Conduct, and confidentiality agreements. Protect company assets and information and proactively report any ethics or security incidents.

Skills and Qualifications

• 10+ years in a solutions architect, operations or sales/account manager role within the CX or BPO industry
• Bachelor’s degree or equivalent professional experience
• Leadership & Team Management: Proven ability to lead, motivate, and mentor cross-functional teams, fostering collaboration and innovation
• CX Strategy & Transformation Expertise: Deep experience in customer experience strategy, digital transformation, and customer journey mapping across multiple industries
• Integrated Solution Design: Strong capability in designing and presenting BPO and CX solutions incorporating automation, AI/ML/GenAI, RPA, analytics, and omnichannel technologies
• Technology Proficiency: In-depth knowledge of contact center platforms, CRMs, chatbots/voicebots, analytics tools, and emerging digital enablement technologies
• Commercial & Strategic Acumen: Skilled in crafting compelling proposals, solution narratives, and ROI analyses, with strong storytelling and executive presentation abilities
• Pricing & Business Model Innovation: Demonstrated ability to collaborate on pricing strategies and deploy various business models, including transaction-based and outcome-based approaches, with a focus on Total Cost of Ownership (TCO)
• Pre-Sales & Solutions Architecture: Expertise in aligning technical design with client needs and strategic goals to support pre-sales initiatives and large-scale deals
• Client Engagement & Stakeholder Management: Exceptional ability to engage with senior leadership and C-suite stakeholders, building trust and driving strategic outcomes
• Global Operational Perspective: Strong understanding of geo-strategy and global operations to tailor solutions for diverse markets
• Business Process Optimization: Proficient in analyzing processes and implementing improvements to enhance efficiency and customer satisfaction
• Strategic Thinking: Ability to develop and execute long-term strategies aligned with business goals
• Cross-Functional Collaboration: Skilled at working with IT, operations, compliance, and sales teams to deliver integrated solutions
• Customer-Centric Mindset: Focused on delivering value and enhancing customer experience
• Problem-Solving: Adept at identifying issues, analyzing data, and designing innovative solutions
• Communication Skills: Strong verbal and written communication, capable of translating technical concepts for diverse audiences
• Productivity & Presentation Tools: Skilled in creating professional documents, data analyses, and impactful presentations using industry-standard productivity software (Word, Excel, PowerPoint)
• Industry Exposure: Experience in verticals such as Healthcare, BFSI, Technology, Retail, Telecom, or Automotive (preferred)

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.