Job Summary
Profile - Customer Experience/ contact centre Solution lead
We are seeking CX or contact center transformation Expert who will be responsible to shape and deliver on our Customer Experience Offering. The leader should have experience in leading Digital contact center solution, Business Development, supporting the markets team, performing market research and be hands-on with creating responses for RFP and RFIs preferably for Contact Center Operations.
Responsibilities
Broad responsibilities include: Responding to RFI, RFPs, data led consulting solution, collaborating with various groups to gather inputs and preparing for RFP and RFI responses.
The ideal candidate will have demonstrated success in the following areas:
· Designing Innovative and Generative AI based contact center solutions
Worked with complex business and technology challenges
· Mindset and experience to understand exactly what customers need and want with latest trends in CX
· Leading and working with cross-functional teams in support of business priorities.
· Solving problems quickly, thinking strategically, and driving data-driven decision making.
· Generating and communicating strategic analysis and business insights.
· Third-party relationships / partnerships
Preferred Qualifications
· Demonstrated experience of Gen AI in customer contact applications, CRM, Digital Solutions and Channels, tech infrastructure up to date with recent advances and trends in the customer contact space
· Demonstrated experience leading or developing high quality, enterprise scale software products using a structured system development lifecycle
· Prior experience within a sales organization especially in EU and UK markets
· Superior client presentation skills
Experience - 12 + yrs