Job Description

About our client
A leading BPS
Job Title: Solutions Consultant Manager Contact Center
Location: Pune/ Gurgaon/ Bangalore
The candidate will be required to contribute actively in the pre-sales cycle by:

• Delivering research & analysis focused on leading trends in the Business Process Outsourcing space for Contact Center Clients.

• Identifying problem statements, creating effective solutions, augmenting research material from time to time.

• Make effective presentations, work with senior executives, develop research agendas, and work with clients & integral

teams to solve strategic business services and technology-related sourcing, transformation challenges.
This is an Individual Contributor role who needs to demonstrate ownership, hands on approach, multi-tasking ability, detail
orientation, pro-activeness and expertise in stakeholder management skills & competencies.
Required Skills
1. Experience in Contact Center Domain for US, UK or Australia geographies
2. Overall 8-10 years+ of work experience in mix of International BPO and / or
consulting environment
3. At least 4-6 core years in the Contact Center domain.
4. Excellent Written, Oral and analytical skills coupled with excellent
Presentation creation skills.
5. Good MS Word, Excel, MS Visio, Powerpoint experience
Roles and Responsibilities
1. Knowledge: Domain knowledge in the Contact Center Industry (Inbound/Outbound + Chat + email + Messaging)
2. Due Diligence: Conduct in-depth assessments of requirements through documentation review and intelligence / insights
gathering.
3. Solution design: Develop comprehensive contact center solutions for pursuits, tailored to requirements, considering factors
such as processes, technology, and customer experience
4. Collaboration: Lead collaboration with all required internal functions, for inputs to build contact center solutions
5. Documentation: Maintain detailed documentation for pursuit submissions, including deal brief, bid plan, solution summary,
proposal document, pricing file (if required), and lessons learnt
6. Bid Management: Lead the pursuit activities during the proposal development and submission, and provide regular report
outs to internal stakeholders
7. Pricing: Lead and oversee the pricing of contact center solutions, for submission to pursuits
8. Collaterals: Create collaterals of differentiated contact center solutions and offerings for White Papers / Blogs
9. Best practices: Stay current with industry best practices and emerging trends in contact center technology and customer
service