About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Manager – Solution Architect (CMT/BFS)

The Manager – CX Solutions will support the CX Solutions team in designing, developing, and deploying customer experience (CX) solutions tailored for communications, media and telecommunications (CMT) or BFSI 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 CMT-specific CX challenges and technologies, and will play a key role in solution documentation, cost-benefit analysis, stakeholder coordination, and implementation support.

Location: 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 CMT/ BFSI business objectives (e.g., improving ARPU, reducing churn).
• 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: 

• CMT/ BFSI Domain Expertise: Strong knowledge of CX solutions, customer onboarding/servicing processes, network operations, and customer lifecycle management. Familiarity with banking and insurance CX workflows is also preferred but not mandatory.
• 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: 

• Graduate/Postgraduate from reputed institute (Full Time)
• 4 -7+ years of relevant solutioning, requirements gathering and business development experience (primarily contact centers and CX)
• Understands proposal, costing and pre-sales,contact center technologies
• Worked in GenAI projects in the CX space will be an added advantage.
• CMT/ BFSI Domain Expertise
• 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.