Vodafone Idea - General Manager - Practice Consultant - CCaaS

Role title: Practice Consultant - CCaaS

Function: Product Management

Band: M3

Department: VIBS Products & Services

Reports to: Principle Practice Architect Business Comms

Location Cluster Office: Mumbai, Delhi , Bangalore

Role purpose: Practise Consultant of the Cloud contact center

- Technical Expertise: In-depth knowledge of Genesys Cloud, Genesys Engage, and contact center technologies.

- Sales Strategy: Proven track record in developing sales strategies and client engagement plans.

- Presentation Skills: Excellent ability to convey complex information clearly and persuasively.

- Analytical Ability: Strong analytical skills to evaluate customer needs and industry trends.

- Collaboration: Effective team player with experience working across sales, marketing, and technical teams.

- Lead presales activities for Genesys Cloud Contact Center solutions, engaging with clients to assess needs, develop customized proposals & Finalization on Scope of Work

- Deliver impactful product demonstrations, showcasing Genesys features such as cloud services, workforce optimization, omnichannel capabilities and Next Gen Technologies like Gen Ai and Machine Learning models like LLM, SLM.

- Ability to present and influence KDM ,CXO for contact centre solution

- Collaborate with sales and Solution teams to craft strategic account plans, contributing to an increase in sales revenue.

- Support RFP/RFI responses, ensuring alignment with client requirements and contact center best practices.

- Conduct workshops and training sessions to educate clients on Vi Contact Center Solutions and industry trends.

- Supported sales teams by delivering technical demonstrations and addressing client inquiries regarding Genesys products.

- Conducted needs assessments and competitive analyses to position Genesys solutions effectively.

- Collaborated with product teams to provide feedback from clients for product enhancements.

Core competencies, knowledge and experience

- Results-oriented Presales Expert with minimum 7 to 8 of experience in Genesys Contact Center solutions with 12 to 15 years overall Contact Center Industry experience.

- Understanding of other competitor Contact center solutions like Cisco, Avaya ,Alvaria (Aspect), Ameyo etc

- Proven ability to translate complex technical features into compelling business value, driving customer engagement and sales growth.

- Skilled in delivering strategic presentations and tailored solutions that enhance operational efficiency and customer satisfaction.

- High problem-solving skills, out of box thinking and managing complex internal and external stakeholder relationships

- Strong systems and process orientation

Work Experience: 12 to 15 Years

Professional qualifications (preferable):

- Engineering Graduate / MBA

- Blackblot/ Pragmatic Marketing/ similar certified

Budget owned:

- Responsible for VIBS revenues

Key performance indicators [max 3]:

- Conducting Workshops with Customers, Sales and Solution team

- Wins in Large deals

- Healthy funnel built up for CCaaS in line to achieve DB.