BPO AI Solutions Architect

Role Description

As a BPO AI Solutions Architect, you will work closely with prospects, clients, and internal teams to evaluate business processes, identify inefficiencies, and recommend AI and automation solutions that improve productivity, reduce costs, enhance customer experiences, and support business growth.

• Participate in sales, discovery, and client consultation meetings.
• Analyze operational workflows and identify opportunities for AI and automation.
• Conduct process mapping and workflow assessments.
• Design AI-powered solutions for customer service, collections, recruiting, workforce management, quality assurance, reporting, and back-office operations.
• Develop business cases and ROI estimates for proposed solutions.
• Create implementation roadmaps and project plans.
• Collaborate with operations, recruiting, payroll, IT, and client success teams.
• Support the implementation and adoption of AI initiatives.
• Evaluate emerging AI technologies and recommend practical business applications.
• Assist in developing internal and client-facing AI solutions.

Qualifications

• Experience working within BPOs, contact centers, outsourcing organizations, staffing firms, collections agencies, customer service environments, healthcare support operations, or back-office operations.
• Experience in identifying and improving business processes.
• Experience participating in client-facing meetings, operational assessments, or consulting engagements.
• Familiarity with AI tools such as ChatGPT, Claude, Gemini, Copilot, OpenAI APIs, or similar platforms.
• Experience with workflow automation tools such as Zapier, Make, n8n, Power Automate, or similar solutions.
• Experience working with CRM platforms such as Zoho, HubSpot, Salesforce, or Microsoft Dynamics.
• Strong understanding of operational KPIs and workforce management concepts.
• Excellent communication and stakeholder management skills.
• Ability to explain technical concepts to non-technical audiences.

Requirements

• Success in this role will be measured by:
• AI opportunities identified and implemented.
• Operational efficiencies achieved.
• Cost savings generated.
• Client satisfaction and retention.
• Internal process improvements delivered.
• Revenue generated through AI consulting and solution design.
• Successful deployment and adoption of AI initiatives.

Benefits

• Work with clients across multiple industries and global markets.
• Help shape the future of AI adoption within the BPO industry.
• Influence business transformation initiatives from strategy through execution.
• Join a fast-growing organization focused on innovation and operational excellence.
• Fully remote opportunity with global exposure.