Foundever · 4 hours ago
Sr. Director, Integrated Solutions
United States
Full-time
Remote
Director/Executive
10+ years expFoundever is a global leader in the customer experience (CX) industry. As Sr. Director of Solutions, you will oversee the solutions architect team, guiding pre-sales initiatives and shaping customer experience strategies across various sectors, leveraging digital transformation and integrated deal solutions.
AdvertisingConsultingCustomer ServiceOutsourcing
Responsibilities
Lead Integrated CX & Solutions Design: Serve as a subject matter expert and mentor in customer experience (CX), digital BPO services, and transformation initiatives. Build and present comprehensive, scalable solutions addressing client goals across customer service, technical support, sales, and back-office operations. Ensure continuous team upskilling to stay ahead of industry trends
Drive CX Strategy & Digital Transformation: Spearhead development and execution of CX strategies across verticals and offerings. Implement digital transformation initiatives leveraging AI/GenAI, RPA, analytics, fraud detection platforms, secure messaging, voice biometrics, self-service tools, and omnichannel servicing
Client Discovery & Strategic Solutioning: Lead discovery engagements to understand client operating models, risk appetite, customer journeys, and transformation objectives. Translate insights into secure, scalable solution strategies aligned with compliance and commercial viability
Develop Proposals & Pricing Models: Craft detailed RFP responses, solution narratives, compliance frameworks, ROI analyses, and innovative pricing strategies (including TCO, transaction-based, and outcome-based models) tailored to enterprise clients, especially in regulated industries
Oversee Pre-Sales & Solutions Architecture: Align technical design with client needs and strategic goals, ensuring architecture supports pre-sales initiatives and integrated deal structures
Collaborate Across Functions & C-Suite: Partner with Sales, Compliance, Legal, Risk, Product, Technology, and Operations teams, as well as executive stakeholders, to design industry-specific CX roadmaps balancing customer satisfaction, operational efficiency, and revenue growth
Manage Large-Scale Deals & Go-to-Market Strategies: Oversee complex, high-value deals and develop competitive go-to-market strategies and value propositions for enterprise clients
Monitor Industry Risks & Market Trends: Stay current on emerging threats (e.g., phishing, identity theft, synthetic fraud), regulatory guidance, competitor offerings, and technology advancements to position the organization as a preferred partner
Lead Client-Facing Engagements: Drive solution presentations, site visits, and due diligence processes with a focus on operational excellence, customer trust, and risk mitigation
Build & Mentor High-Performing Teams: Foster a culture of innovation and collaboration within cross-functional teams, promoting consultative engagement and global operational best practices
Ensure Ethics, Compliance & Information Security: Adhere to company policies, Code of Conduct, and confidentiality agreements. Protect company assets and information and proactively report any ethics or security incidents
Qualification
Required
10+ years in a solutions architect, operations or sales/account manager role within the CX or BPO industry
Bachelor's degree or equivalent professional experience
Leadership & Team Management: Proven ability to lead, motivate, and mentor cross-functional teams, fostering collaboration and innovation
CX Strategy & Transformation Expertise: Deep experience in customer experience strategy, digital transformation, and customer journey mapping across multiple industries
Integrated Solution Design: Strong capability in designing and presenting BPO and CX solutions incorporating automation, AI/ML/GenAI, RPA, analytics, and omnichannel technologies
Technology Proficiency: In-depth knowledge of contact center platforms, CRMs, chatbots/voicebots, analytics tools, and emerging digital enablement technologies
Commercial & Strategic Acumen: Skilled in crafting compelling proposals, solution narratives, and ROI analyses, with strong storytelling and executive presentation abilities
Pricing & Business Model Innovation: Demonstrated ability to collaborate on pricing strategies and deploy various business models, including transaction-based and outcome-based approaches, with a focus on Total Cost of Ownership (TCO)
Pre-Sales & Solutions Architecture: Expertise in aligning technical design with client needs and strategic goals to support pre-sales initiatives and large-scale deals
Client Engagement & Stakeholder Management: Exceptional ability to engage with senior leadership and C-suite stakeholders, building trust and driving strategic outcomes
Global Operational Perspective: Strong understanding of geo-strategy and global operations to tailor solutions for diverse markets
Business Process Optimization: Proficient in analyzing processes and implementing improvements to enhance efficiency and customer satisfaction
Strategic Thinking: Ability to develop and execute long-term strategies aligned with business goals
Cross-Functional Collaboration: Skilled at working with IT, operations, compliance, and sales teams to deliver integrated solutions
Customer-Centric Mindset: Focused on delivering value and enhancing customer experience
Problem-Solving: Adept at identifying issues, analyzing data, and designing innovative solutions
Communication Skills: Strong verbal and written communication, capable of translating technical concepts for diverse audiences
Productivity & Presentation Tools: Skilled in creating professional documents, data analyses, and impactful presentations using industry-standard productivity software (Word, Excel, PowerPoint)
Preferred
Industry Exposure: Experience in verticals such as Healthcare, BFSI, Technology, Retail, Telecom, or Automotive
Company
Foundever
Foundever is a customer experience company that offers AI and CX analytics, strategy, design, metaverse, and CX channel solutions.
10001+ employees
H1B Sponsorship
Foundever has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (2)
Funding
Current Stage
Late StageLeadership Team
Michelle Parks
CEO - U.S. Market
Ana Athayde
Chief CX Technology Strategy and Partnerships
Recent News
2025-10-31
Company data provided by crunchbase