CX Solution Architect

Key Responsibilities

As a Pre-Sales Engineer with expertise in Call Center Technology, you will be responsible for providing technical expertise and support during the sales process, ensuring that solutions meet client needs and contribute to achieving Sales targets. Your responsibilities will include:

• Act as a Subject Matter Expert (SME) in Call Center technologies including Cisco, UCCE, UCCX, WxCC, Genesys, and AWS Connect.
• Develop an understanding of Consilium Software's market positioning, vision, and value proposition.
• Contribute to the product strategy and roadmap for Consilium Software in the contact center domain.
• Support Sales targets by delivering high-quality Pre-Sales technical support and ensuring customer satisfaction.
• Assist Sales Team with formal Sales plans, proposals, and tender responses, including standard pre-sales deliverables like BoM, SoW, and Diagrams.
• Respond to RFPs by providing comprehensive and accurate technical responses, highlighting our solution's value proposition.
• Lead customer demos independently and deliver technical presentations to showcase our solutions.
• Assist with Contact Center migrations from on-premise to Cloud, with deep knowledge of industry-standard solutions.
• Provide detailed technical design solutions for Contact Center applications, including CTI connectors, list and campaign management, reporting and analytics, and quality monitoring and recording.
• Create complex contact center solution designs by leveraging technologies from multiple vendors and applications.
• Collaborate with the Sales Team to support client engagement, ensuring that technology solutions are aligned with business needs and adding value.
• Assist with marketing activities, events, and development of marketing collateral, such as datasheets and presentations.
• Develop strong relationships with technical contacts within key accounts, providing value and identifying new opportunities.

Required Skills and Qualifications

• Engineering Degree with 8-10 years of experience in the contact center technology domain, including 5 years of enterprise Pre-Sales experience.

Experience with:

• Cisco UCCE, UCCX, WxCC, AWS Connect, and Genesys Cloud.
• Contact Center migration from on-premise to cloud solutions.
• CTI Connectors, Campaign Management, Reporting & Analytics, Quality Monitoring, and Recording.
• Solution design and integration using technologies from multiple vendors.
• Ability to independently deliver customer demos and presentations.
• Proven ability to create comprehensive RFP responses and highlight the value proposition of our solutions.
• Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Ability to develop an understanding of the company's market positioning, vision, and value add.
• Strong analytical skills and experience in diagnosing and solving technical challenges.
• Proven ability to develop technical documentation and presales materials, including BoM, SoW, and Diagrams.