SDM/DGM - Prelsales Solution Lead - Contact Centre

Profile - Presales Solution lead

Post - SDM/DGM

Location - PAN India

Experience - 6-12 years

We are seeking CX or contact centre transformation Expert who will be responsible to shape and deliver on our Customer Experience Offering. The leader should have experience in leading Digital contact centre solution, Business Development, supporting the markets team, performing market research and be hands-on with creating responses for RFP and RFIs preferably for Contact Centre Operations.

Responsibilities:

Broad responsibilities include: Responding to RFI, RFPs, data led consulting solution, collaborating with various groups to gather inputs and preparing for RFP and RFI responses.

The ideal candidate will have demonstrated success in the following areas:

- Designing Generative AI based contact centre solutions

- Advisory services designed to help them solve their most complex business and technology challenges

- Innovation

- Customer centric mindset: having the mindset and experience to understand exactly what customers need and want.

- Leading and working with cross-functional teams in support of business priorities.

- Leading and driving change and innovation against the headwinds of existing culture, processes, and incentives and across multiple departments.

- Solving problems quickly, thinking strategically, and driving data-driven decision making.

- Generating and communicating strategic analysis and business insights.

Preferred Qualifications :

- Demonstrated experience of customer contact applications, CRM, Digital Solutions and Channels, tech infrastructure

up to date with recent advances and trends in the customer contact space

- Demonstrated experience leading or developing high quality, enterprise scale software products using a structured system development lifecycle

- Prior experience in a technical role within a sales organization

- Superior presentation skills.

- Proven success as an individual contributor, as well as a track record of strong positive teamwork, proactive collaboration, and effective problem resolution.

- Someone who is inspirational and visionary and can bring along others with positivity and energy.

- Excellent communication, flexibility, and time management skills.