Location : Manila, Philippines (Onsite)
Employement Type : Full-Time
Experience Required : Minimum 5 years
Industry : BPO / Contact Center / Customer Experience
Role Overview :
We are looking for a skilled and client-focused BPO Solution Architect to join our team in Manila. The ideal candidate will have extensive experience designing solutions for international BPO clients across various industries. This role will be pivotal in translating client requirements into scalable, efficient, and cost-effective BPO delivery models.
Key Responsibilities :
- Lead the design and development of end-to-end BPO solutions for prospective and existing international clients
- Collaborate with sales, operations, technology, and transition teams to develop customized proposals and RFP responses
- Conduct due diligence, gap assessments, and capability mapping to align client needs with delivery capabilities
- Develop detailed solution blueprints including scope, delivery model (onshore, offshore, hybrid), SLAs, pricing models, and resource plans
- Present solutions to internal leadership and client stakeholders in a compelling and consultative manner
- Ensure solutions are aligned with organizational capabilities, compliance requirements, and cost targets
- Support transition planning and knowledge transfer activities post-contract win
- Stay updated on industry trends, technologies, and client expectations in the BPO and CXM domains
Requirements :
- Minimum 5 years of experience in solution architecture or pre-sales roles within the BPO or CXM industry
- Strong exposure to handling international BPO clients (US, UK, ANZ, etc.) across customer service, technical support, and back-office functions
- In-depth understanding of BPO delivery models, workforce planning, transition processes, and pricing structures
- Experience in preparing RFP/RFI responses and client presentations
- Strong communication, presentation, and stakeholder management skills
- Ability to work cross-functionally and manage multiple priorities in a fast-paced environment
- Familiarity with automation, CRM, cloud platforms, or other CX technologies is a plus
- Bachelor’s degree in Business, IT, or related field preferred
What we offer :
- Competitive salary and performance-based incentives.
- Opportunity to work on global deals and transformational BPO projects.
- Dynamic and collaborative work environment.
- Career advancement in a fast-growing organization