Senior Solutions Analyst

Job Description

Position Title: Senior Solutions Analyst / Generative AI Solutions Analyst

Department: Solutions

Location: India-based (Mumbai or Remote)

Employment Type: Full-time

About the company & QiQ

The company is a BPO company that combines human agents with proprietary AI technology. QiQ (the company iQ) is our flagship AI-powered contact centre analytics platform built on cutting-edge agentic AI, knowledge graphs, and large language models.

QiQ functions as a virtual organization of specialized AI agents that analyze customer interactions, generate operational insights, and drive measurable business outcomes. The platform processes voice, email, and chat interactions through intelligent clusters (Operations, Quality, Voice of Customer) to surface KPI insights, root cause analysis, and actionable recommendations.

We're looking for someone who has built agentic systems and can help design, architect, and deliver solutions for clients using this technology.

The Role

As a Senior Solutions Analyst, you'll work closely with the Solutions Architect to translate client needs into technical solutions built on agentic AI and knowledge graph architecture. You'll own the full discovery-to-delivery cycle for client implementations and feature development, and over time, you'll represent Solutions independently in client conversations and make real architectural decisions.

This role sits at the intersection of business strategy and technical execution. You'll design solutions that leverage agentic patterns, multi-agent orchestration, RAG pipelines, and knowledge graphs to solve real contact centre problems. You'll also learn the company's specific platform, clients, and domain so that you can eventually operate as a full Solutions Architect.

Key Responsibilities

• Client discovery and solutioning: Lead or co-lead discovery calls with clients to understand their true operational problems, not just their stated requests. Propose solutions architected around agentic AI and knowledge graph patterns.

• BRD and HLD authorship: Own the creation of Business Requirements Documents (BRDs) and High-Level Design (HLD) documents that translate client needs into clear, actionable specifications for engineering. Contribute real architectural thinking, not just transcription.

• Architecture and design decisions: Make calls on solution shape: which problems need agentic systems vs. simpler approaches, how to layer knowledge graphs, when to build custom orchestration vs. use existing patterns. Own the trade-offs (cost, speed, accuracy, complexity).

• Cross-functional coordination: Work with engineering (QLabs), product, and PMO to move projects through the BRD → HLD → TDD → Implementation → As-built chain. Be the connective tissue between business and engineering.

• Client representation: Sit in client meetings, present solutions, answer technical questions in real time, and build confidence that the company can deliver. Represent Solutions credibly as a technical leader.

• QiQ platform ownership: Develop deep working knowledge of QiQ's architecture (agentic clusters, knowledge graph layers, KPI logic, process adherence frameworks) so you can design solutions that leverage it effectively and make informed decisions about extensions.

• Learning and growth: Master the company's specific clients, domain (contact centres, BPO operations), and go-to-market positioning.

Required Qualifications

Technical Expertise

Generative AI and agentic systems

• Hands-on experience building agentic systems

• Deep understanding of multi-agent orchestration, agent frameworks like LangChain and LangGraph

• Proven work with RAG pipelines, prompt engineering, and LLM context window management

• Experience with knowledge graphs or similar structured knowledge systems

• Can speak credibly about what's possible and what's not with current LLM technology

• Understands cost, latency, and token efficiency trade-offs in system design

Systems and architectural thinking

• Can decompose complex business problems into architectural solutions

• Understands when to build agentic systems vs. simpler rule-based or API-driven approaches

• Experience designing systems that scale (volume, complexity, cost)

• Can reason through trade-offs and make justified design decisions

Business and Communication

Business acumen and problem translation

• Can understand client/stakeholder problems at a deep level and propose solutions that actually address root causes

• Can articulate technical solutions in business terms (impact, cost, risk, timeline)

• Comfortable with client-facing conversations and requirements gathering

Communication and presence

• Strong written communication: can author clear, precise technical specifications

• Strong verbal communication: can present to clients and executives without losing credibility

• Can think on your feet and handle real-time questions in a meeting

• Naturally commands respect in rooms with non-technical stakeholders

Ownership and accountability

• Track record of seeing projects through from start to finish

• Takes responsibility for outcomes, not just activities

• Drives outcomes even when unclear or complex

Nice to Have (Not Required)

• Experience in BPO, contact centre operations, or customer experience/customer success

• Familiarity with knowledge graph databases (Neo4j, etc.)

• Prior work writing BRDs, HLDs, or technical specifications

• Experience with contact centre analytics, KPI frameworks, or quality assurance

• Background in sales engineering or solutions consulting

• Understanding of cloud platforms (AWS, Azure, GCP) and containerization

What You Won't Be Doing

• Writing code (though you understand it deeply)

• Managing people or teams

• Making product roadmap decisions independently

• Deep data science or model training