Solution Architect - Customer Experience Management Domain

Description:

Domain: Customer Experience Management (CEM)

Work Location: India (Preferred Delhi NCR)

Experience: 12 to 15+ Years with at least 7 years+ in contact center (Customer Experience) solutions

Qualification: Post-Graduate (Management preferred)

Responsibilities:

- Analyze and understand client requirements and design customized solutions that meet their business needs.

- Develop and design Customer Experience (CX) solutions that optimize efficiency, increase digital interventions, reduce costs, and improve quality.

- Understand client transformation needs and design customized solutions.

- Coordinate and collaborate with Sales/Business Development, Transformation, Bid Management, IT Infra, Pricing and Operations teams to develop best-in-class solutions to meet customer needs.

- Create compelling pitches to promote value based selling specific to verticals.

- Respond to RFP/RFIs/RFQs, build proactive proposals with customized transformation solutions.

- Work on the opportunity commercials and create business value for the proposal.

- Communicate solutions with customers, management, and other stakeholders through proposal defense, solution presentations, meetings and further discussions in person or remotely.

- Travel to client location (need basis)/TCS locations across India/globally for client meetings, solution workshops and bid war rooms.

- Create industry specific white papers, point of view and case studies on CX.

Skills:

- Excellent written and oral communication and interpersonal skills (ability to articulate key messages)

- Knowledge of leading contact centre technologies i.e. IVR, Chat/Chatbots, GenAI based solutions, CCaaS, Augmented Reality, CRMs, etc

- Strong understanding of Contact Center processes and workflows.

- Experience supporting and participating in C-level presentations.

- Ability to work independently and as part of a team.

- Strong problem-solving and analytical skills

- Excellent with MS Office (must have good PowerPoint, Excel and Word skills)

Key Asks:

- Experience in working with global clients in Customer Experience Operations and Pre Sales/ Solution

- Continuously upgrade in the customer experience technology space

- Ability to learn fast and deliver against stringent timelines.

- Readiness to travel as and when required on short notice.

- Required to work long hours on need-basis (especially during large deals submission with stringent timelines).

- Should be able to work independently with minimum inputs and in ambiguous scenarios.