About the role

Position: Solution Architect– Healthcare Location: Gurgaon, India (Preferred) The Opportunity This pivotal role will act as a Subject matter expert for our Healthcare vertical and lead all presales and solution pursuits (reactive and proactive) for our Healthcare Vertical as lead Architect. The ideal candidate must possess a strong domain, technical and financial acumen and a deep understanding of the Healthcare contact centre landscape, candidate who has been hands-on and has demonstrated in past such attributes. The candidate will lead global Healthcare pursuits and would be responsible for end-to-end solution strategies and lead all client engagements. The candidate will help design go-to market strategy (tailored for specific client needs as requirements. Strong with assessing as-is and re-imagined to be processes, assessing ROI (for various transformation interventions) including fundamentals of contact centre operations. The Responsibilities & Duties 1. Lead solution design, approach, strategy across proactive and reactive deals or oppertunities for healthcare. 2. Must possess knowledge of various CRM, applications and tools leveraged across Payor and Provider organizations (CRM & Agent Workspaces Like PEGA, TriZetto Facets, Knowledge Management & Internal Scripting Tools etc.) Aware and identify emerging trends, disruptive technologies, and evolving customer needs within the healthcare sector. 3. Hands on experience in creating proposals, presentations including end to end deal construct, ensuring navigations with internal leadership and on demand defend proposals at client calls or in person. Lead in developing and reviewing responses to Requests for Proposals (RFPs) and Requests for Quotations (RFQs). 4. Front end and approach shoulder to shoulder with sales team for GTM and new customer pursuits. 5. Maintain and sustain healthy pipeline of deals for healthcare ensuring right strategies for growth organic or new logo pursuits. 6. Being well-versed with healthcare should be able to mauver and assess any compliance and regulatory exposure like HIPAA, HITECH Act Enhancements and TCPA 7. Should be able to comprehend down-stream and upstream FMEA (Provider calls, Member calls) enabling right tailored strategies basis top interaction intents. 8. On need basis flexible to travel to client sites for Due Diligence and client defence 9. Provide strategic technology implementation strategy (specific from Business side on viability) to achieve desired business outcomes. 10. Offer expert advisory on market challenges and opportunities, including competitive landscape analysis and deal flow insights. 11. Provide intelligence on industry approaches, successful strategies, and potential partnerships. Identify and recommend target markets, deals, and business opportunities aligned with our investment strategy. 12. Hands on with financial analysis to assess market costs, pricing models, and potential returns on investment. 13. Contribute to the strategic positioning and value proposition of our proposals. Maintain a deep understanding of the competitive landscape, including competitor strategies, market share, and product offerings 14. Present research findings and recommendations to senior management. 15. Ability to conceptualize and design customer service solutions that use Agentic AI to improve efficiency and customer experience. 16. Understand how autonomous AI agents can handle tasks like query resolution, workflow coordination, and proactive engagement without constant human intervention. 17. Collaborate with business teams to identify opportunities for AI-driven automation, ensuring solutions align with customer needs and organizational goals. 18. Ensure responsible and compliant use of AI in contact center operations, focusing on transparency, safety, and trust. The Qualifications • Bachelor's or master’s in business administration • Strong understanding of healthcare offerings across techno-functional areas in contact centre environment, with over 17+ years in BPO Industry with at least 10+ Years in Healthcare delivery and or in solutions. • Must have exposure of US Healthcare Payor and Provider side of business (Payor side experience is must) • Preferred professional with Healthcare Industry certification
Qualifications: MASTER OF BUSINESS ADMINISTRATION

Solution Architect Healthcare

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Solution Architect - Healthcare

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