Principal, Services AI Solution Lead

Job title - Principal, Services AI Solution Lead

Exp 10-12 yrs

Location - Bangalore (Hybrid)

Job Purpose

Within the Digital Customer Relationship organization, you are responsible for defining how Artificial Intelligence can be leveraged within your capability scope to answer business needs while ensuring coherence, scalability, maintainability and alignment with enterprise standards.

You act as the AI solution authority for your capability.

You help translate validated business requirements into AI-enabled solution options and formal recommendation papers, covering AI embedded in existing platforms, vendor capabilities, low-code / pro-code developments, autonomous agents and AI-native platforms.

Your mission is to ensure that the right AI solution pattern is selected and designed before delivery starts.

You work closely with Business Product Leaders, Business Process Owners, E2E Business Architects, Digital Product Owners, Application Analysts, E2E Solution Design Leads, DCR Architects, Technical Leads, AI Hub, Data Office, platform owners and delivery teams.

You do not replace the Business Product Leader, the Digital Product Owner, the E2E Solution Design Lead or the Technical Lead.

You complement them by bringing AI-specific architecture, assessment and design expertise into the existing Services Ways of Working.

Your impact will be measured by the quality of AI solution decisions, the reuse of scalable patterns, the clarity of architecture recommendations, and the ability of delivered AI solutions to move safely into run mode.

Key Responsibilities

AI Opportunity and Feasibility Assessment


* Analyze validated business requirements and identify whether AI can bring a relevant, measurable and feasible answer to the business need.


* Support early discovery and handover discussions by clarifying AI opportunities, constraints, prerequisites and risks.


* Assess data readiness, process readiness, platform readiness and operational readiness before recommending an AI solution path.


* Challenge solution assumptions where AI is not the right answer, or where a simpler non-AI solution could deliver sufficient business value.

AI Solution Option Assessment


* Prepare structured AI assessment papers comparing the relevant solution options: embedded AI in existing platforms, vendor AI capability, low-code AI, pro-code AI, autonomous agents, AI-native platforms and reuse of existing AI assets.


* Evaluate each option against business fit, user experience, technical feasibility, integration impact, data needs, cybersecurity, compliance, cost, scalability, maintainability and run complexity.


* Document clear recommendations, assumptions, trade-offs and decision points to support build-versus-buy decisions at Services Digital Experience or DCR leadership level.

AI Solution Design


* Define the AI solution pattern within the capability scope, including where the intelligence is executed, which platforms are impa...