CEM Solution Architect - Healthcare - AGM

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Candidate Expectations & Responsibilities :

• Strong understanding of healthcare offerings across techno-functional areas in contact centre environment, with over 17+ years in BPO Industry with at least 10+ Years in Healthcare delivery and or in solutions.
• Must have exposure of US Healthcare Payor and Provider side of business (Payor side experience is must) Preferred professional with Healthcare Industry certification
• Lead solution design, approach, strategy across proactive and reactive deals or opportunities for healthcare.
• Must possess knowledge of various CRM, applications and tools leveraged across Payor and Provider organizations (CRM & Agent Workspaces Like PEGA, TriZetto Facets, Knowledge Management & Internal Scripting Tools etc.)
• Aware and identify emerging trends, disruptive technologies, and evolving customer needs within the healthcare sector.
• Hands on experience in creating proposals, presentations including end to end deal construct, ensuring navigations with internal leadership and on demand defend proposals at client calls or in person. Lead in developing and reviewing responses to Requests for Proposals (RFPs) and Requests for Quotations (RFQs). Front end and approach shoulder to shoulder with sales team for GTM and new customer pursuits.
• Maintain and sustain healthy pipeline of deals for healthcare ensuring right strategies for growth organic or new logo pursuits.
• Being well-versed with healthcare should be able to mauver and assess any compliance and regulatory exposure like HIPAA, HITECH Act Enhancements and TCPA
• Should be able to comprehend down-stream and upstream FMEA (Provider calls, Member calls) enabling right tailored strategies basis top interaction intents.
• On need basis flexible to travel to client sites for Due Diligence and client defence
• Provide strategic technology implementation strategy (specific from Business side on viability) to achieve desired business outcomes.
• Offer expert advisory on market challenges and opportunities, including competitive landscape analysis and deal flow insights.
• Provide intelligence on industry approaches, successful strategies, and potential partnerships.
• Identify and recommend target markets, deals, and business opportunities aligned with our investment strategy.
• Hands on with financial analysis to assess market costs, pricing models, and potential returns on investment. Contribute to the strategic positioning and value proposition of our proposals.
• Maintain a deep understanding of the competitive landscape, including competitor strategies, market share, and product offerings Present research findings and recommendations to senior management.

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