Customer Solutions Architect

Location: Gurugram, India

Experience: Up to 17 years

Function: Collections / Finance / BPO / Contact Centre

Role: Solution Architect – Collections

About the Company

A leading global technology and consulting organization with a strong presence across multiple countries, delivering digital transformation, business process services, and technology-led solutions to global enterprises. The organization focuses on innovation, automation, analytics, and AI-driven transformation to create measurable business value for clients.

The Opportunity

This pivotal role will serve as a Lead Solution Architect for Collections, driving end-to-end presales and solutioning across both proactive and reactive pursuits. The role will lead global collections engagements, owning solution strategy, client engagement, and transformation roadmap design focused on recovery optimization, DSO reduction, and operational efficiency.

Responsibilities & Duties

• Lead end-to-end solution design for collections engagements (B2B & B2C lifecycle)
• Define future-state operating models (people, process, technology, location)
• Assess regulatory & compliance requirements across geographies
• Develop data-driven strategies (segmentation, prioritization, next-best-action)
• Suggest improvement areas for key KPIs: DSO, CEI, roll rates, recovery rates
• Drive automation (workflows) and AI-led collections solutions
• Define transition roadmap (KT, OJT, stabilization)
• Define governance, dashboards, and performance reporting
• Manage end-to-end lifecycle from pre-delinquency to recovery
• Manage credit risk, dispute resolution, and cash application linkage
• Drive KPI-based delivery across DSO, CEI, Cure %, and Promise-to-Pay adherence
• Develop advanced analytics and segmentation strategies
• Ensure regulatory compliance across global markets
• Develop AI-led collections solutions including predictive and next-best-action models
• Drive process automation and workflow orchestration
• Define omni-channel customer engagement strategies
• Demonstrate knowledge of collections platforms such as GetPaid, HighRadius, etc.
• Assess regulatory and compliance aspects relevant to collections across global markets
• Build FTE models, effort estimates, productivity assumptions, and pricing constructs
• Own RFP/RFQ responses, solution narratives, and client presentations
• Collaborate with sales, delivery, and technology teams for integrated solutioning
• Support GTM strategy and proactive deal origination
• Leverage analytics for performance insights and continuous improvement

Qualifications

• Bachelor's or Master's degree in Business Administration or a related field
• Up to 17 years of experience in Collections, BPO, or Contact Centre operations
• Proven experience in solutioning, presales, and client engagement for Finance and Collections pursuits
• Strong exposure to global collections operations and transformation initiatives
• Experience in due diligence and client presentations
• Ability to articulate business value propositions and revenue realization in relation to business cases

Apply Now

Interested and eligible candidates can share their updated CVs at:

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