Senior Manager, Digital Solutions Engineering

We are seeking a highly motivated and experienced Senior Manager, Digital Solutions Engineering to join our team. The ideal candidate will have a strong background in Technology, Operations and possess exceptional skills in facilitating and overseeing product demos, ensuring successful roll-out and adoption, gathering feedback, and driving overall customer success. As a Senior Manager, you will support the Sales and Customer Service Team organization in crafting compelling technology solutions for our clients. She/he will have a good understanding of all the technical pieces (software and hardware) that fit in the BPO/Contact Center industry.

Key Responsibilities:

• Provide Technical and Consultative assistance to Sales. Get an understanding of technical specifications on the client architecture
• Participate in design sessions with clients and pitch compelling technical solutions, including vendor products from time to time
• Assist in completion of Technology sections in RFI/RFP/RFQ as required
• Partner with finance in providing guidance to build commercials/pricing during PreSales
• Document and handover technical specifications for Post Sales implementation
• Review SOW's with legal
• Drives accountability in cross functional IT teams during solutioning
• Up to date with Market on cloud practices, technology stack, products and services within the Contact center industry
• Regularly communicate with stakeholders to provide status updates, share industry insights, and deliver ongoing value-add engagements.
• Stay informed about the competitive landscape and market trends, providing insights and recommendations to internal stakeholders for product improvements and go-to-market strategies.

Required Qualifications:

• Bachelor's Degree or Equivalent with 7+ years experience in business, marketing, technology or a related field. An advanced degree is a plus.
• Experience designing IT solutions with clients preferably in the BPO industry, preferably SaaS based
• Knowledge of one or more of cloud contact center and associated technologies such as Amazon Connect, Nice CXOne, Twilio, Talkdesk, Five9 or Zendesk
• Has built best practices in business process and created repeatable playbook
• Has led multidisciplinary cross functional teams or projects
• Can handle multiple campaigns/projects at the same time
• Can review and write technical documentation including client-facing collaterals.
• Proven experience in a customer-facing role with a strong technology background.
• Excellent presentation and communication skills, with the ability to articulate complex concepts in a clear and concise manner.
• Demonstrated experience in conducting product demos and delivering persuasive presentations to diverse audiences.
• Ability to build and maintain strong relationships with customers, understanding their unique needs and objectives.
• Strong analytical and problem-solving skills, with the ability to identify trends, interpret data, and make data-driven recommendations.
• Proactive mindset with a focus on driving customer success and achieving measurable outcomes.
• Familiarity with digital solutions, software-as-a-service (SaaS) products, or technology-driven industries is highly desirable.
• Experience in handling customer escalations and resolving conflicts in a professional and timely manner.
• Ability to thrive in a fast-paced, dynamic environment with multiple priorities and deadlines.
• Proven track record of breaking down complex processes and identifying key pain points in order to deliver business improvements at the regional or global level.
• Can start ASAP or within 30 days.

Education Certifications:

• Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent.