Technology Solutions Lead

The Technology Solution Lead is an Individual Contributor role who 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.

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.

Qualifications:

• Bachelor's Degree or Equivalent with 5+ 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.