Lead Consultant - Solutions - Contact Center

Designation: Lead Consultant - Solutions (Contact Center)

Reporting to: Sr. Director - Solutions

Location: Mumbai

Overall Experience: 14+Years

Its a cluster Lead role.

Developing winning vertical specific customized CRM solutions for US and UK geography

- Experience in leading complex and large contact center deals involving multiple global delivery location options - onshore / nearshore / offshore

- Preparation of proposals and pitch presentations in response to clients needs identified by Sales team

- Exposure to contact center diagnostic opportunities

- Lead responses/solution to RFI / RFQ / RFPs, Lead solution defense pitches

- Lead, Coordinate client visits to various Company locations

- In-depth understanding of contact center telephony infrastructure and tools, Social CRM

- Industry vertical experience in at least two domains i.e. Telecom, Travel, BFS, Insurance, Retail preferred

- Ability to build collaterals and thought leadership with Analysts through leading edge Contact center practices

- Supporting Business Units in Go to Market strategies, proactively supporting sales leads in implementation

Would be responsible for pre-sales, end-to-end solutioning, business development for opportunities in Travel & Contact Center . S/he would be responsible for responding to all RFPs and RFIs, providing pre-sales support to this segment and helping the practice development. Hence relevant contact center solutions experience in the above verticals is a pre-requisite.

Span of Control: Would manage a team of Solutions Consultants / Senior Consultants