Live opening · Posted 7 days ago
The key details from the original listing.
Live timing from JobBeeper.
Description supplied by the original job listing.
About Latinum
Latinum is hiring for a leading global technology consulting and business process services organization, supporting global clients through digital transformation, operational excellence, and business process and managed services. The organization is seeking an experienced CEM Solution Architect – Aviation to lead solution development, proposal management, client engagements, and deal conversion for Travel & Aviation customers.
About the Role
The CEM Solution Architect – Aviation will serve as a subject matter expert for the Travel & Aviation vertical, leading proactive and reactive solution pursuits as the primary solution architect. The role will focus on designing end-to-end solutions across airline operations, customer experience, contact center transformation, automation, analytics, and emerging Agentic AI capabilities.
The ideal candidate will bring deep airline domain expertise, hands-on understanding of airline applications and platforms, and strong experience in pre-sales, solutioning, client engagement, and contact center environments. The candidate will work closely with Sales teams and senior airline stakeholders to develop compelling business value propositions, transformation roadmaps, proposals, and innovative operating models.
Experience: 16+ Years
Location: Gurgaon, India (Preferred)
Employment Type: Full-time
Key Responsibilities
Lead end-to-end solution design and strategy for Travel & Aviation deal pursuits.
Develop solution constructs covering operations, transformation, financial models, and delivery approaches.
Own and review RFP/RFQ responses, proposals, client presentations, and commercial constructs.
Engage directly with clients and senior stakeholders, presenting industry insights, solution strategies, and transformation roadmaps.
Provide subject matter expertise across Reservations, Ticketing, Fares & Pricing, Interline/Codeshare, IRROPS, Passenger Revenue Accounting, Loyalty, Baggage, Refunds, Claims, and Customer Relations.
Develop solutions leveraging airline technology platforms, GDS/CRS/DCS systems, workflow tools, knowledgebases, and case management platforms.
Partner with Sales teams on customer pursuits, GTM initiatives, pipeline development, and value proposition creation.
Identify opportunities for automation, digital self-service, analytics, workforce optimization, and AI-led transformation.
Conceptualize and architect solutions using Agentic AI for autonomous workflows, disruption management, and customer assistance.
Assess end-to-end airline customer journeys and identify opportunities for operational and experience transformation.
Represent the organization in client meetings, orals, due diligence sessions, and executive reviews.
Track industry trends, competitive intelligence, pricing benchmarks, and emerging aviation technologies.
Ensure solution designs align with relevant compliance and data governance requirements, including PCI DSS, GDPR, and applicable aviation/DOT regulations.
Key Requirements
18+ years of experience in the Travel, Aviation & Airlines domain, preferably across Travel BPO, Airline SSC, or Tier-1 airline operations.
Minimum 10 years of experience in client-facing or contact center environments within Travel & Aviation.
Strong hands-on experience with airline tools and applications, particularly GDS/CRS/DCS platforms.
Experience with platforms such as Amadeus, Sabre, Travelport/Galileo, Altea DCS, or SabreSonic is highly desirable.
Strong techno-functional understanding of airline operations and customer service processes.
Proven experience in pre-sales, solution architecture, RFP/RFQ management, proposal development, and deal solutioning.
Strong understanding of airline customer journeys and operational processes.
Knowledge of IATA standards, NDC, and ONE Order will be an advantage.
Exposure to cloud, contact center modernization, automation, analytics, digital self-service, and Generative/Agentic AI.
Excellent communication, presentation, storytelling, and stakeholder management skills.
Ability to confidently engage with senior airline and enterprise stakeholders.
Bachelor's or Master's degree in Business Administration or a related field; relevant industry certifications are an advantage.
IATA, Airline Retailing, NDC/ONE Order, GDS, or related certifications will be preferred.
📩 Interested candidates can share their resume at manjistha@latinumhr.com & jobs@ats.latinumhr.com
Work arrangement
No
Recently tracked roles with full details and direct application links.