Solutions Architect

1 day ago


UK, UK, United Kingdom Firstsource Full time

Designation : Director- Solution Architect

Reporting into : SVP

Location : Hybrid- London


Role Overview:


This hands-on position requires a proactive individual contributor to lead the detailed solutions design. The Director of Solutions will independently navigate the organisation to gather essential inputs for developing and structuring solutions to client challenges. This role involves working on large-scale deals beyond staff augmentation for Contact Centers, with a proven ability to evaluate solutions involving tech-based transformation integrated with standard Business Process Management.


The ideal candidate will possess a clear understanding of suitable locations across offshore /nearshore and in country options for UK industries, various commercial models including both linear and non-linear pricing options, and TUPE considerations. Additionally, the role includes creating collateral for opportunities, supporting sales and marketing teams, and responding to RFIs/RFPs across public and non-public sectors such as Banking and Financial Services, Energy and Utilities and Communications, Media, and Telecom.


Responsibilities also include delivering client presentations, collaborating with the finance team on deal commercials and business cases, and leading due diligence and client stakeholder meetings. A mindset focused on transformation and relevant experience is highly preferred.


Key Responsibilities:

  • Opportunity Summarisation & Briefing: Create concise summaries and briefings for opportunities.
  • Scope Definition: Define and align the scope with win strategy themes as agreed with market leads.
  • Client Discovery: Lead client discovery sessions, workshops, mutual value discovery, and presentations.
  • Target Operating Model: Lead the creation of the Target Operating Model.
  • Enterprise Proposal & Presentations: Collaborate with BU solution and other relevant teams to create comprehensive proposals and client presentations.
  • Technology Assets: Understand and present technology asset options to address specific business problems and lead the selection process for final solution components.
  • Quality Control & Ownership: Oversee the response process, taking ownership of specific sections (e.g., service levels, statement of work, legal input on commercials, process SME content, technology/tools input).
  • Risk Management: Identify risks and develop mitigation strategies in collaboration with the Architect.
  • Cost & Business Case Development: Lead the development, analysis, and coordination of cost and business cases.
  • Due Diligence: Validate assumptions and refine solutions based on due diligence findings.
  • Contracting: Lead the creation process of contracting documents.
  • Engagement Handover: Ensure smooth transition to the delivery team and document lessons learned.
  • Site Visits: Prepare for and lead site visits.
  • Required Technical and Professional Expertise:
  • Client-Facing Skills: Excellent ability to present solutions clearly and participate in Q&A sessions.
  • BPO Experience: Mid-manager level experience in Business Process outsourcing, particularly in contact centre solutions and transformation, with a focus on process redesign and demonstrable improvements.
  • Client Relationship Management: Ability to work with client Process Managers & SMEs and gain their trust.
  • Collaboration: Capability to extract the best from various capability groups within Firstsource to develop complex solutions.
  • Innovation: Ability to bring fresh perspectives to existing solution standards and drive a digital approach.


Basic Qualifications:

  • Minimum of 10 years of experience in supporting sales, selling, and closing BPO or professional services, in roles such as sales, account lead, and solution architect.
  • Minimum of 8 years of client relationship


Preferred Qualifications:

  • Experience in solutioning and closing million-dollar deals in BPO, including software & platform industry solutions, contact center, and customer experience consulting.
  • Experience in a large, heavily matrixed company environment.
  • Experience with C-Level client relationship building and management.


Professional Skills:

  • Proven ability to build, manage, and foster a team-oriented environment.
  • Demonstrated leadership, teamwork, and collaboration in a professional setting.
  • High energy level, sense of urgency, decisiveness, and ability to work well under pressure.
  • Excellent written and oral communication, and interpersonal skills.
  • Strong leadership, problem-solving, and decision-making abilities.


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