Solution Design Manager - BPO / Contact Center

Responsibilities:

Will perform pre-sales.

Collaborate with stakeholders to understand and analyze business requirements, ensuring a clear understanding of the problem or opportunity.

Develop and oversee the creation of high-level solution architecture, ensuring alignment with business goals, technical requirements, and industry best practices.

Work closely with cross-functional teams, including development, infrastructure, and business units, to gather input, address concerns, and ensure a unified approach to solution design.

Provide technical leadership and guidance to the team, ensuring that the proposed solutions are technically sound, scalable, and address the client's needs.

Identify and assess potential risks associated with proposed solutions and develop strategies to mitigate these risks.

Lead the development of prototypes or proof of concept to validate the feasibility and effectiveness of proposed solutions.

Create and maintain detailed documentation of solution designs, including technical specifications, diagrams, and implementation plans.

Collaborate with excellence teams and function experts to ensure that the solution design is implemented accurately and meets specified requirements.

Effectively communicate complex technical concepts and solution designs to non-technical stakeholders, ensuring a clear understanding and alignment with business objectives.

Stay updated on industry trends, emerging technologies, and best practices to continually enhance the efficiency and effectiveness of solution design processes.

Collaborate with project managers to estimate resource requirements, contribute to budgeting processes, and ensure the efficient use of resources in solution design projects.

Qualifications:

Bachelor's or Master's degree in a relevant field such as Computer Science, Information Technology, Engineering, or a related discipline.

Must have experience in a BPO set-up

Must have experience designing end-to-end solutions for Customer Service and/or BPO programs

Years of experience doing Pre-Sales, implementation, and Support including Operation Management.

Digital transformation and Process Automation project experience is a must

5 years of experience in solution design, system architecture, or a related technical role.

A strong background and expertise in relevant technologies, programming languages, and solution design methodologies.

Minimum 2 years experience managing a solution design team or similar function in nature or leadership position, demonstrating the ability to lead and guide a team.

Ability to lead and manage a team, providing technical guidance and fostering a collaborative and innovative work environment.

Experience in project management methodologies to ensure successful planning, execution, and delivery of solution design projects.

Skill in identifying and assessing risks associated with solution designs and developing strategies to mitigate them.

Familiarity with budgeting processes and resource management to ensure efficient use of resources.