AVP - CX Technical Architect

Associate Vice President - CX Solutions Architecture (BPO & CX Technology)

Location: United States (Remote / Hybrid with Travel)

Role Overview

The AVP - CX Solutions Architecture is a senior, market-facing leader responsible for shaping, selling, and governing end-to-end Customer Experience (CX) solutions for enterprise and mid-market clients. This role blends deep BPO domain expertise, CX technology leadership, and commercial solutioning to drive differentiated, scalable, and outcome-led CX transformations.

This position will work closely with Sales, Global Solution leads, Client Partners, Operations, and Technology teams to define winning CX strategies across contact center operations, CCaaS platforms, AI-led automation, analytics, and integrations. This role plays a critical part in RFP leadership, executive client conversations, deal shaping, and solution governance.

Key Responsibilities

CX Solution Strategy & Architecture

• Manage the end-to-end CX solution design across voice and digital contact centers, covering people, process, technology, and analytics.
• Architect scalable, cost-effective, and outcome-driven solutions for BPO-led CX engagements, including sales, service, retention, and back-office operations.
• Define future-state CX architectures leveraging CCaaS, CRM, Conversational AI, GenAI, workforce optimization, and CX analytics.
• Ensure solutions balance operational feasibility, commercial viability (including outcome based models), and client experience outcomes.

Pre-Sales & Deal Leadership

• Act as a solutioning leader for pursuits and strategic existing logos (RFPs, RFIs, proactive deals, renewals).
• Partner with Sales and Client Partners to shape deal strategies, solution narratives, pricing constructs, and value propositions.
• Lead client discovery sessions with CX, Operations, IT, and Digital leaders to identify pain points, transformation goals, and success metrics.
• Own solution storytelling, executive presentations, and solution defenses with client C-suite and senior stakeholders.

CX Technology & Innovation

• Provide thought leadership on CX platforms and ecosystems, including:




• CCaaS (Genesys, NICE CXone, Five9, Google CCAI, Amazon Connect, etc.)
• CRM and customer data platforms (Salesforce, Dynamics, etc.)
• Conversational AI, Agent Assist, GenAI, IVA, QA automation
• Workforce Engagement, speech/text analytics, sentiment and predictive models




• Define integration strategies across CX platforms, enterprise systems, and data sources.
• Provide architectural oversight and guidance during solution transition and implementation phases.
• Partner with Delivery, IT, and Operations leaders to ensure solution intent translates into execution.
• Mentor and guide Solution Architects
• Support industry-specific CX solution development (e.g., sales-driven contact centers, regulated industries, high-volume consumer services).
• Act as a trusted CX advisor to clients, helping them move from reactive to proactive and AI-enabled CX models.

Qualifications & Experience

• Bachelor's degree required; Master's degree preferred.
• 15+ years of experience in CX solutioning, architecture, or consulting, with significant exposure to BPO environments.
• Prior experience at BPOs, CX consulting firms, or CX technology-led services organizations strongly preferred.
• Demonstrated experience leading large, complex, multi-tower CX deals.
• Experience working with US enterprise clients and US market expectations.
• Exposure to GenAI-led CX initiatives is a strong plus.
• Any CX Technology certification will be an added advantage