Wave Search
Solution Leader – CX & Contact Centre
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Solution Leader – CX & Contact Centre
Location: United Kingdom
Working Model: Hybrid / Client-facing
Salary: £100,000 – £150,000 + Bonus + Benefits
We are working with a leading global IT services, consulting and business solutions organisation with a significant and growing presence across the UK. The business delivers major digital transformation, BPO and Customer Experience (CX) programmes for enterprise clients and is continuing to invest in its CX & Contact Centre practice, combining AI, automation, omnichannel technologies and deep industry expertise.
The Role
We are seeking an experienced Solution Leader – CX & Contact Centre to take ownership of end-to-end solution strategy for major UK client pursuits.
This is a senior, client-facing role requiring someone who can combine deep Contact Centre and CX expertise, technology/platform knowledge, BPO commercials, and strong consultative skills. You will act as the solution authority throughout the pursuit lifecycle — understanding client challenges, shaping transformation strategies, developing compelling propositions and leading executive-level presentations.
Working closely with Sales, Delivery, Operations and Technology teams, you will support new-logo pursuits, account expansion and renewals, helping shape pipeline and win complex CX transformation programmes.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Key Responsibilities
- Own end-to-end CX and Contact Centre solution strategy for major UK pursuits, including new logos, expansions and renewals.
- Lead RFP/RFI responses, solution design, pricing, business cases and executive solution presentations.
- Design AI-enabled omnichannel CX transformation solutions, incorporating Agentic AI, automation, analytics and digital self-service.
- Translate client challenges into compelling technology, process, data and operating model solutions.
- Partner with Sales on deal shaping, qualification and pursuit strategy, engaging directly with senior client stakeholders.
- Bring together Sales, Technology, Operations and Delivery teams to develop differentiated solutions and ensure effective transition into delivery.
Experience Required
- Strong experience across CX, BPO, Contact Centre, Digital Operations or Consulting.
- Proven track record of presales, solution architecture or solution leadership.
- Must have experience working within a global IT services organisation, BPO player, Global Systems Integrator (GSI), or leading Management Consulting firm.
- Deep knowledge of the UK Contact Centre and CX market, including customer journeys, channel strategy and operating models.
- Strong experience across leading platforms such as Genesys, Salesforce, Amazon Connect, NICE, Five9 and Microsoft Dynamics.
- Proven track record leading complex RFP/RFI processes and major CX/BPO pursuits, including solution design, pricing and commercial modelling.
- Experience designing AI-enabled omnichannel transformation solutions, incorporating automation, analytics and digital self-service.
- Strong client-facing and consultative skills, with experience presenting solutions and influencing C-suite and senior stakeholders.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Desirable
- Experience within a Tier 1 IT services, consulting or BPO organisation would be particularly relevant, alongside exposure to multiple Contact Centre technology ecosystems.
- Experience or certifications across CX, Digital, AI, Contact Centre, Lean Six Sigma or Solution Architecture would also be advantageous.
This is an excellent opportunity to join a growing CX practice and play a key role in shaping, solutioning and winning major UK CX transformation programmes.
Apply now or share your CV for a confidential discussion. Our client is actively interviewing!
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location