Key Responsibilities:

• Execute ops / client-facing projects that includes conceptualization, business case, technical solutioning and positioning, technical project management; responsible for introducing/executing organization’s CX suite of products
• Provide technical and UX/CX subject matter expertise to support requirements gathering, solution design, and technical oversight
• Assist in the business development process including writing and reviewing proposals, providing technical approaches, estimates, and schedules to proposal managers, and working with account managers to identify opportunities to grow our business with existing clients
• Communicating with the management team, cross functions and account managers to keep them apprised of project activities, and to seek their consultation as necessary
• Recruit, manage, coach, and develop a team of Technical Account Managers, Lead Solution Architects and Developer roles.
• Be a subject matter expert on the product suite in the markets you manage user operations for.
• Guide your team to design and deliver incredible user experiences while creating processes that scale
• Demonstrate a CX/UX mindset and build a culture of customer obsession
• Drive strong operational delivery and continuous process improvement
• Engage in solution build driving innovative and fit for purpose solutions with committed outcomes, including building RFP responses, creating proof of concepts and building Role estimations
• Be data-driven in your analysis of performance, and in your decision making
• Collaborate closely with our Scaled Support team and provide constant guidance and knowledge transfer of best practices and evolving SOPs
• Facilitate discussions and work cross functionally to deliver on the product needs of our largest, most complex users / accounts
• Be accountable for project delivery & ensure committed outcomes are delivered

Skills & Experience:

• Minimum 10+yrs of experience into Presales / Solutioning, Consulting & Knowledge of Multiple Technology Platforms in Contact Center Domain.
• Good Understanding of contact center business operations, technology, products/platforms & processes.
• Strong contact center technology, consulting and project management skills.
• Experience on cloud enabled digital solutions like conversational IVR (Google/AWS/Nuance/NICE, etc.), CCaaS technologies (NICE/Nuance/Genesys/Amazon, etc.), and agent-side automation solutions (real-time analytics, interaction analytics, desktop automation) preferred.
• Understands emerging CX philosophy and practices and impact of technology like AI, ML, RPA, Bots, VA in delivering enhanced experience
• Experience with vendor evaluations, market analysis, vendor negotiations, vendor onboarding processes etc.,
• Ability to understand and articulate technical concepts, and translate them into industry- or business-relevant terms
• Fluent in client-facing engagements, with expertise in technical and business discussions.
• Strong understanding of security requirements, industry specific compliance & certification requirements
• Experience of working with a high growth or fast scaling business
• Effectively manage in a matrix organization working across multiple internal clients
• Ability to hire, train and coach a high-performance team