Position Details: Healthcare Solution Architect Presales-Healthcare_CMS Grievances

Lead Solution Architect And Subject Matter Expert For HealthcareLead solution architect and subject matter expert for the healthcare vertical, owning end to end presales and solution strategy for proactive and reactive deals across U.S. healthcare clients. Lead U.S.-focused and global healthcare pursuits, engage directly with client executives, assess current state healthcare contact center operations, design future ready AI led CX solutions, and drive business case, pricing, and ROI modeling. The role requires strong expertise across U.S. healthcare contact center ecosystems, including payer and provider operations, regulatory compliance, CRM platforms, and emerging Agentic AI and Voice AI technologies.Responsibilities and Duties:Lead solution design, approach, and strategy across proactive and reactive healthcare dealsDeep knowledge of CRM, platforms, and tools used by U.S. Payor and Provider organizations (e.g., PEGA, TriZetto Facets, agent workspaces, knowledge management, scripting tools)Identify emerging trends, disruptive technologies, and evolving customer needs in U.S. healthcareHands on experience creating proposals, presentations, and end to end deal constructs; defend solutions with client executivesLead development and review of RFP/RFQ responses for U.S. healthcare clientsPartner closely with sales for GTM motions and new logo pursuitsBuild and sustain a healthy U.S. healthcare deal pipelineStrong understanding of U.S. healthcare compliance and regulatory frameworks (HIPAA, HITECH, TCPA)Ability to analyze upstream and downstream interaction flows (member/provider calls) to tailor intent driven strategiesTravel to U.S. client sites as required for due diligence and solution defenseProvide business led technology implementation strategies aligned to desired outcomesDeliver competitive intelligence, market insights, and partnership recommendationsPerform financial analysis covering pricing models, cost structures, and ROIConceptualize AI led and Agentic AI based contact center solutionsEnsure responsible, compliant, and transparent AI adoption in line with U.S. regulatory expectationsQualifications:Bachelor's or master's degree in business administration or related field16+ years of experience in BPO / Customer Operations10+ years in U.S. healthcare delivery and/or healthcare solutioningMandatory experience in U.S. Healthcare Payor operationsStrong techno functional understanding of healthcare contact center platformsExperience with CRM, member/provider workflows, analytics, and AI led CXHealthcare certifications preferredSalary Range: $138,600 - $187,500 a year TEPHRA