Mô tả công việc
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 PowerPoint 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 a 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 PowerPoint 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 a 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 PowerPoint 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 a 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
Yêu cầu kinh nghiệm
Seasoned pre‑sales professional with CCaaS platform experience, knowledge of cloud contact center licensing, at least two CCaaS platforms, global transformation deal experience, and strong communication and business analysis skills.