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Director – Solution Architect (Healthcare)
Full-time
About the Role
The Director CX Solutions will support the CX Solutions team in designing, developing, and deploying customer experience (CX) solutions tailored for Healthcare clients. The role involves working closely with cross-functional teams to gather requirements, analyse business challenges, and contribute to solution development and pre-sales activities. The ideal candidate will have a strong understanding of Healthcare-specific CX challenges and technologies, and will play a key role in solution documentation, cost-benefit analysis, stakeholder coordination, and implementation support.
Roles & Responsibilities
Requirement Gathering & Analysis
Collaborate with sales, pre-sales, and operations teams to understand client pain points and business goals.
Analyze domain specific challenges such as customer churn, billing disputes, and service reliability.
Solution Development Support
Assist in designing CX solutions aligned with healthcare business objectives (e.g. billing, claims, in network etc.).
Contribute to the creation of solution documentation including architecture overviews, value propositions, and cost-benefit analyses.
Stakeholder Collaboration
Coordinate with internal teams (IT, marketing, analytics) to ensure solution feasibility and alignment.
Support the preparation of RFP/RFI responses and client presentations.
Technology Assessment
Evaluate CX tools and platforms (CRM, IVR, chatbots) and recommend suitable options.
Support integration planning and technical feasibility assessments.
Implementation Support
Assist in project planning including timelines, milestones, and deliverables.
Provide guidance to implementation teams and help resolve solution-related issues.
Continuous Improvement
Incorporate feedback from operations and clients to refine solutions.
Stay updated on emerging CX technologies such as GenAI, predictive analytics, and sentiment analysis.
Key Skills
Healthcare Domain Expertise in Provider, Payer, Clinical Back Office, PBM and Healthcare Services.
Experience with CX platforms (e.g., CRM, Conversational IVR, AI chatbots, omnichannel engagement tools, GenAI powered CX solutions).
Exposure to digital transformation initiatives including automation, AI/ML, and analytics in customer experience.
Strong analytical skills to interpret customer data, identify pain points, and propose actionable solutions.
Ability to conduct cost-benefit analysis and build business cases for CX initiatives.
Qualification & Experience
5-10 years of North American Healthcare industry experience.
10+ years of relevant solutioning, requirements gathering and business development experience (primarily contact centers and CX).
Graduate/Postgraduate from reputed institute (Full Time).
Understands proposal, costing and pre-sales, contact center technologies.
Worked in GenAI projects in the CX space will be an added advantage.
