Bangalore

7-12 Years

INDIA

Pre-sales Expert (Senior Consultant) : 8-10 years ( Contact Center Technology Industry) 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 contact center 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 Contact Center technology platforms viz. Nice CXOne, Genesys, Amazon Connect, Cisco, Avaya, Vonage (combination must include CCaaS platform experience), preferably certified on design/solution - Good understanding of evolving technology interfaces and methods of interconnecting telephony, software and hardware platforms, such as SIP, E1/T1, CTI, APIs,TCP/IP, MPLS, WebRTC etc. - Fundamental knowledge of public cloud AWS (preferred), Microsoft Azure, Google Cloud - Must have worked on few large transformation deals in excess of 400 agents globally 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 (1.) To perform value addition activities (CIP and SIP) and implement strategies to improve productivity. (2.) To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation and self-driven initiatives. (3.) To ensure retention of accounts that are due for renewal or maintain high level of customer satisfaction (ACSAT) (4.) To ensure that all responsibilities and project deliverables are completed within SLAs through effective team management and monthly reviews (5.) To ensure generation of an account level EE and EN revenue (6.) To ensure absorption of freshers as per the defined account targets (7.) To identify attrition percentage in accounts and take up initiatives to reduce the same

B-Tech

1

Sales(India B)-Sales-PRESALES

1384574BR