Domain Consultant, Owner for creating compelling Contact Centre solution to win deals

- Assists in creation of solutions and other artefacts for Customer Service, Tech Support and Sales pursuits in the different domain variants like Telecom, retail, banking and insurance.

- Perform As-is analysis and provide To-be recommendations based on customer's functional requirements, Service Levels, FCR, evaluate Contact Centre Solutions, CRM Tools, VIVR, Chat solutions and Automation toolsets to provide end-to-end solution.

- Participate and/or lead discussions prospective client meetings, due-diligence sessions, presentations, conference calls, and collaborative solution whiteboard sessions in order to provide differentiation of solution proposed by Tech Mahindra.

- Understands the various pricing models available and assists team in analysis to improve the financials of the engagement.

- Participate in client and internal discussions to understand the problems faced by the customer and articulate the same to the internal stakeholders. Define and document the problem and get customer agreement. Bring in best practices from the industry.

- Reviews and validates FTE estimates for a project and guides WFM team to ensure correct sizing of the work.

- Reviews and validates Tech solution (Data, Voice & Telco) for a project and guides TIM team to ensure correct tech solution of the work.

- Organize, document and review work items scope from a technical view point and approach to ensure completeness and consistency in scoping of project.

- Provide inputs for contracting and deal negotiations in relevant sections like SLA, Assumptions, Dependencies, etc. in the MSA/SOW.

- Interacts with vendors/alliances and internal domain experts to understand the complimentary offering/products/IP/Solutions in order to leverage partner technologies and solutions.

- Provides domain consultation to Pre-Sales, participates in proposal activities & discussions with customer and client visits as SME. Participates in POC, Architects and validates complex technical solution when required.

- Performs the competitive analysis of products and offerings under guidance in order to provide input on the service offering and input on suitable customers for pursuits.

- Evangelizes Tech Mahindra Brand in specific areas by anchoring White Papers or submission to analyst forums to strengthen competency / expertise in domain.

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