Sr Manager - Customer Interaction Suite

CCaaS
Solutions Technology Specialists: 10-17 years of Experience in CC Technology

Education - Bachelor s degree in
Engineering, MBA (preferred)

Relevant experience -

o Good
analytical skills, problem solving approach, should be able to create cohesivework environments collaborating with cross functional teams.

o Knowledge
of CCaaS, with proficiency in AWS Connect, Cisco Contact Center, Nice CX1Empower, Genesys Pure Cloud or similar contact centre solution.

o Should
have deployed and had hands-on (preferably), on the collaboration systems basedon Genesys, Cisco CCX / PCCE, AWSConnect or any other leading Contact Centre systems integrated with 3rdparty components for PSTN (TDM or SIP Trunking) such as Audio codes, Ribbon andrecording systems (Verint, NICE, Calabrio)

o Been in
pre-sales at least for past three years two years is a must

o Knowledge
of Systems and Servers and Storage, where integration of Collaboration systemswith various IT components like Servers, Virtualisation, Load Balancer etc.preferred.

o Understand
the large Enterprise end point environment and be able to demonstrate a roadmap for successful migration from premise to cloud

o Knowledge
of TCO and RoI and Business case and amortization etc.

o Good
presentation skills and connect at CxO level

o Be able
to represent TCL in large forums as speaker, marketer, solution evangelist andbe a mouth piece for TCL suite of services , specializing in UCC

o Knowledge
of large RFP experience is added value.

o Have
knowledge of Networks and Security associated with UCC

o Able to
stretch and work in multi-geographic environment.

Responsibilities
-

Assistsales team in all phases of the selling process.

Interactwith internal and external customers.

Workwith product management to identify/qualify customer requests & definerequirements

Workwith Product Managers to reflect customer requirements in feature set &road map

Lead,manage & provide direct technical input to customer RFXs.

Understandpricing mechanisms and support sales team in building commercial proposals.

Maintaincontact and open communication with customers to assist with future needs.

Activein tender submissions.

Preparationof technical sales materials including collateral, quotation, timeline, projectplan and solution proposals.

Behavioural -

Abilityto articulate the value proposition and bring the TCO and ROI benefits asappreciated by the customer.

Abilityto seamlessly work with various cross functional teams to put together a winingsolution proposal meeting the customer s business as well as technicalrequirements.

Abilityto appreciate organizations governance models and work within the boundaries ofethics and Objection handling.

Abilityto guide and train technical team members.

GoodCommunication skills.