Client Solutions Partner

Role: Client Solutions Partner

Experience: 8-14 years

Location: Mumbai/Bangalore (Hybrid)

We are seeking a Healthcare-focused Client Solution Partner to lead AI-driven Customer Experience transformation initiatives across the US healthcare ecosystem. This role will primarily focus on Healthcare Payers, while also supporting Providers, Pharma, and Pharmacy organizations.

You will lead pre-sales engagements and architect AI-powered contact center transformation solutions leveraging Google GECX and the broader Google Cloud ecosystem.

This is a highly strategic, client-facing leadership role requiring deep healthcare domain expertise, strong consultative selling capabilities, and hands-on experience designing AI-led CX solutions.

Key Responsibilities

1. Healthcare CX Pre-Sales Leadership

• Own end-to-end solutioning for AI-driven contact center transformation opportunities within healthcare accounts.
• Engage CXOs and business leaders (Chief Experience Officer, Chief Digital Officer, CIO, Head of Member/Patient Services).
• Lead discovery workshops specific to healthcare journeys such as:
• Member onboarding & benefits inquiries (Payers)
• Claims & prior authorization support
• Provider services & network support
• Patient access & scheduling (Providers)
• Pharmacy benefit management inquiries
• Clinical trial & patient support programs (Pharma)
• Translate healthcare operational challenges into AI-enabled solution architectures.

2. AI & Contact Center Transformation Advisory

Design differentiated solutions leveraging:

• Virtual Agents (voice & chat) for member/patient containment
• AI-driven IVR modernization
• Agent Assist & knowledge augmentation
• Intelligent routing & intent recognition
• Healthcare-specific analytics (call drivers, leakage, compliance tracking)
• Omnichannel engagement (voice, chat, SMS, digital)

Articulate measurable business value including:

• Administrative cost reduction (medical cost ratio impact for payers)
• Call deflection and containment
• AHT reduction and agent productivity gains
• Improved CAHPS / member satisfaction scores
• Reduced prior authorization turnaround times

3. Healthcare Compliance & Risk Alignment

• Ensure solution alignment with HIPAA and healthcare data security requirements.
• Incorporate PHI handling considerations into AI and conversational designs.
• Partner with security and compliance teams to position secure-by-design architectures.
• Understand regulatory nuances across Medicare, Medicaid, and Commercial lines of business.

4. GTM & Ecosystem Collaboration

• Partner with sales and alliance teams to drive pipeline growth within healthcare accounts.
• Collaborate with Google teams to co-develop joint healthcare pursuits.
• Build healthcare-specific solution accelerators and reusable assets.
• Represent the CX practice in healthcare industry forums and client events.

5. Commercial & Engagement Oversight

• Own solution integrity from proposal through transition to delivery.
• Drive estimation rigor aligned to healthcare complexity.
• Support pricing strategy and defend value proposition during negotiations.
• Ensure feasibility, scalability, and margin discipline.

Required Experience & Qualifications

• 10–15+ years of experience in Healthcare CX or Contact Center transformation.
• Strong domain depth in Healthcare Payers (Medicare, Medicaid, Commercial).
• Experience working with healthcare providers, pharma, or pharmacy organizations.
• Hands-on experience with CCaaS platforms (Google, Genesys, NICE, Five9, Amazon Connect, etc.).
• Demonstrated experience designing AI-powered virtual agents and agent assist solutions.
• Strong understanding of healthcare regulatory environments (HIPAA, PHI handling).
• Proven ability to lead large, complex pre-sales engagements.

Preferred Qualifications

• Experience implementing solutions on Google GECX.
• Familiarity with healthcare platforms (e.g., claims systems, CRM, EHR integrations).
• Consulting or SI background with enterprise healthcare clients.
• Experience working with large national or regional health plans.

What Success Looks Like

• Increased healthcare pipeline and win rates across payer accounts.
• Established executive relationships within strategic healthcare clients.
• Creation of healthcare-specific CX solution accelerators.
• Strong collaboration with Google healthcare and CX teams.
• Measurable revenue contribution within the healthcare vertical.

Why Join Us

At Quantiphi, we are transforming healthcare customer experience using AI, cloud, and advanced analytics. This role offers the opportunity to:

• Shape next-generation member and patient engagement models.
• Work closely with Google Cloud healthcare and CX leaders.
• Influence some of the largest payer and provider transformation programs in North America.
• Drive meaningful impact in how healthcare organizations engage members and patients.