Job Summary

A seasoned professional who understands the full life-cycle of a pre-sales engagement including solution design, OEM tech partners’ engagement, customer presentations, bid management involving multiple players and having Contact Center as a Service (CCaaS) platform experience

Technical Skills:

• Having knowledge of different types of licensing of cloud contact center (CCaaS) components
• Good at articulating value propositions using word and power point formats using online or visio type tools for network diagrams
• Technical knowledge on at least two Cloud Contact Center technology platforms (CCaaS) viz. Nice CXOne, Genesys Cloud, Amazon Connect, Cisco WebEx, TalkDesk etc.
• Fundamental knowledge on contact center business KPIs like AHT, NPS, CSAT, FCR
• Fundamental knowledge of AI/ML, Agent Assist, Agentic frameworks
• Fundamental knowledge of public cloud – AWS (preferred), Microsoft Azure, Google Cloud
• Fundamental knowledge of sizing resources for managed services and developing transformation related project plans
• Must have worked on few large global transformation deals in excess of 400 agents for global enterprises based out of US, EMEA or AUS/NZ regions.

Soft Skills:

• Very good listening and communication skills – understanding customer’s stated and unstated requirements and proposing solutions or alternatives
• Comfortable working with customer and colleagues from multi-cultural environment and across different time-zones (it’s a global role)
• Basic business analysis skills using excel or any other BI tool
• Team player that collaborates and shares knowledge with others
• Comfortable as individual contributor in near future but aspire to lead and works towards it
• Continuous learner of technology and evolving trends in contact center and BPO industry
• Consultant/advocacy skills to work ethically and win customer’s confidence

Key Responsibilities

Technical Skills:

• Having knowledge of different types of licensing of cloud contact center (CCaaS) components
• Good at articulating value propositions using word and power point formats using online or visio type tools for network diagrams
• Technical knowledge on at least two Cloud Contact Center technology platforms (CCaaS) viz. Nice CXOne, Genesys Cloud, Amazon Connect, Cisco WebEx, TalkDesk etc.
• Fundamental knowledge on contact center business KPIs like AHT, NPS, CSAT, FCR
• Fundamental knowledge of AI/ML, Agent Assist, Agentic frameworks
• Fundamental knowledge of public cloud – AWS (preferred), Microsoft Azure, Google Cloud
• Fundamental knowledge of sizing resources for managed services and developing transformation related project plans
• Must have worked on few large global transformation deals in excess of 400 agents for global enterprises based out of US, EMEA or AUS/NZ regions.

Soft Skills:

• Very good listening and communication skills – understanding customer’s stated and unstated requirements and proposing solutions or alternatives
• Comfortable working with customer and colleagues from multi-cultural environment and across different time-zones (it’s a global role)
• Basic business analysis skills using excel or any other BI tool
• Team player that collaborates and shares knowledge with others
• Comfortable as individual contributor in near future but aspire to lead and works towards it
• Continuous learner of technology and evolving trends in contact center and BPO industry
• Consultant/advocacy skills to work ethically and win customer’s confidence

Skill Requirements

Technical Skills:

• Having knowledge of different types of licensing of cloud contact center (CCaaS) components
• Good at articulating value propositions using word and power point formats using online or visio type tools for network diagrams
• Technical knowledge on at least two Cloud Contact Center technology platforms (CCaaS) viz. Nice CXOne, Genesys Cloud, Amazon Connect, Cisco WebEx, TalkDesk etc.
• Fundamental knowledge on contact center business KPIs like AHT, NPS, CSAT, FCR
• Fundamental knowledge of AI/ML, Agent Assist, Agentic frameworks
• Fundamental knowledge of public cloud – AWS (preferred), Microsoft Azure, Google Cloud
• Fundamental knowledge of sizing resources for managed services and developing transformation related project plans
• Must have worked on few large global transformation deals in excess of 400 agents for global enterprises based out of US, EMEA or AUS/NZ regions.

Soft Skills:

• Very good listening and communication skills – understanding customer’s stated and unstated requirements and proposing solutions or alternatives
• Comfortable working with customer and colleagues from multi-cultural environment and across different time-zones (it’s a global role)
• Basic business analysis skills using excel or any other BI tool
• Team player that collaborates and shares knowledge with others
• Comfortable as individual contributor in near future but aspire to lead and works towards it
• Continuous learner of technology and evolving trends in contact center and BPO industry
• Consultant/advocacy skills to work ethically and win customer’s confidence

Other Requirements