Job Overview – Consult, Design and Create best in class CX solutions across any industry verticals, which are innovative, transformational, cost effective and meet the client requirements.

Department – Middle Office

Location – Any India location is fine

Experience – Minimum 10-15 years overall work experience with at least 70% experience in Contact Center domain. Must have minimum 2-3 yrs prior Pre-sales solutions experience.

Key responsibilities:

·        Perform as an individual contributor or working in a team depending upon the business scenarios

·        Ability to identify opportunities, create solutions, present them as business cases to key stakeholders and execute the solution proposed.

·        Manage stakeholders across functions that provide relevant inputs to the deliverable

·        Understand the overall Digital Stack and recommend the right component to drive transformation

·        Study, Document, Understand processes to develop Transformational solutions for new or existing clients

·        Responsible for contributing in conceptualizing and building high quality deliverables required during the sales cycle that include customized client presentations, response to RFP / RFI documents / pro-active proposals, etc.

·        Build Return on Investment models for proposed transformation solution

Skills Required:

·        Good understanding of the Contact Center space including terminologies, concepts, KPI’s and underlining technologies such as ACD, WFM, Quality Management, RPA/RDA, Chatbots etc.

·        Analytical mind-set with the ability to understand client requirements and architect the appropriate solutions

·        Ability to innovate and ideate

·        Ownership, responsibility and accountability for creating winning output individually as well as with a group of team members

·        Ability to independently work remotely with remote guidance and supervision

·        Excellent English communication skills (written and verbal)

·        Strong stakeholder management skills

·        Ability to handle high pressure situations and multi-task