Company Overview

Intertec Softwares Pvt Ltd is a leading IT services company headquartered in Dubai, focusing on Retail, Banking, Insurance, and Healthcare across the Middle East and India. With offices in UAE, India, Oman, Bahrain, and KSA, Intertec is known for its digital business solutions, IT operations, and a commitment to employee development and customer excellence.

Job Overview

We are looking for a senior Service Delivery cum Pre-Sales Manager with strong hands-on exposure to UCaaS, CPaaS, and CCaaS platforms and enterprise contact center technologies.

This is a techno-functional leadership role responsible for managing end-to-end service delivery, customer satisfaction (CSAT), and pre-sales solutioning for Omni-Channel, AI-powered Cloud Contact Center, and ITOM applications across India and GCC customers.

The role requires deep technical capability in cloud contact centers, VoIP, integrations, and infrastructure, along with customer-facing pre-sales ownership including solution design, demos, and technical proposals.

Primary solution ecosystems include platforms such as Genesys, NICE, Cisco Webex, Avaya, and Enghouse (company’s core solution stack).

Qualifications and Skills

Education

• B.E / B.Tech or equivalent qualification

Experience

• 10+ years overall experience
• Minimum 5 years in a similar Service Delivery / Pre-Sales role within a System Integrator or enterprise technology environment

Core Technical Skills

• Strong working knowledge of:
• UCaaS / CPaaS / CCaaS architectures
• Cloud Contact Centers & Omni-Channel platforms
• VoIP protocols (SIP, RTP), IVR flows, call routing
• API integrations and CRM integrations
• Windows / Linux Servers, Hyper-Converged Infrastructure
• ITOM / EPM / Monitoring tools
• Security and Backup solutions
• Ability to handle L2/L3 troubleshooting and complex production issues
• Experience supporting Telco, Contact Center, and BPO/NOC environments
• Good understanding of ITIL frameworks and service lifecycle management

Mandatory Competencies

• Technical & business communication
• Project management and operational excellence
• People leadership and stakeholder management
• Strong analytical and problem-solving mindset

Soft Skills

• Excellent customer communication and presentation skills
• Strong ownership mindset with focus on results
• Ability to work across time zones and shifts
• High level of professionalism in enterprise customer environments
• Relevant certifications in Contact Center Technologies, Microsoft, Networking, Project Management, or ITIL are preferred.

Roles and Responsibilities:

• Responsible to lead the Service Delivery and CSAT of Business-Critical Applications for Large Enterprise Customers in India and GCC Countries.
• Manage Pre-Sales for Omni Channel and AI Cloud Contact Center and Infra Monitoring/ITOM Applications.
• Handle Level 2 and L3 troubleshooting for Cloud Contact Centers, ITOM Solutions, Windows/Linux Servers, Hyper Converged Infra, VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.
• Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.
• Provide problem resolution, Root Cause Analysis, and Action Plans.
• Ensure Life Cycle Management of Platforms within the Applications framework.