Director, CX Solutions

🧩 Must-Have Requirements (Non-negotiable)

✔ 12–18 years experience in BPO / IT-BPM / Contact Center industry

✔ 8+ years in CX Solutioning / Pre-Sales / RFP / Proposal Management

✔ Proven experience in:

• Contact Center Operations (voice, chat, email, back office)
• Healthcare (U.S. payer / provider / RCM preferred)

✔ Hands-on experience with:

• RFP / RFQ responses, solution decks, and client presentations
• End-to-end solution design (process + staffing + technology)

✔ Strong exposure to:

• Pricing models (FTE, Transactional, PMPM)
• Collaboration with Sales, WFM, Ops, Finance, and Technology teams

✔ Can work Hybrid (2-3x onsite), Midshift schedule

🔍 Key Responsibilities

1. CX Solutioning

Design end-to-end CX / Contact Center solutions covering:

• Member services
• Provider...