Sr. Solution Expert – Voice Lead (India)

As a Sr Solution Expert focused on Customer Experience (CX), you play a pivotal role in driving the adoption and success of orange CX solutions. Your expertise lies in understanding and promoting technology solutions related to Voice, CPaaS (Communication Platforms as a Service), Contact Center, and next-generation AI. As a Sr Solution Expert focused on Customer Experience (CX), your role extends beyond presales and solution design. Here are the key accountabilities that make your contribution invaluable :

Presenting Orange Strategy and Portfolio :

Showcase Orange’s strategic vision and the value of our portfolio during customer briefings.

Articulate how our solutions align with customer needs and business objectives.

Presales and Sales Support :

Collaborate closely with presales and sales teams to introduce Orange CX solutions to our customers.

Your mission : Optimize win chances on CX solution opportunities by providing technology expertise.

Work with various Orange entities, including Sales, Presales, Marketing, Commercial Management, Sourcing, Global Delivery, and Operations teams.

Customer Engagement :

Participate actively in the bid cycle, customer meetings, and workshops.

Present the CX solutions and services roadmap, showcasing how our offerings align with customer needs.

Proactively identify upsell opportunities to enhance our CX capabilities.

Technical Conversations and Solution Translation :

Engage in business and technical discussions with customers to understand their functional requirements.

Translate these requirements into best-in-class solutions.

If needed, conduct Proof of Concept (POC) phases to demonstrate the feasibility of proposed solutions.

Expertise in Contact Center Solutions and AI Tools :

Possess in-depth knowledge of next generation contact center solutions (such as Genesys, Nice, Avaya).

Familiarity with new-generation AI tools like Kore.ai, Copilot, or similar platforms.

Understand use cases associated with these technologies.

Take ownership of POC execution from end to end.

Collaborate with central or regional expert teams, third-party vendors, and partners.

Ensure successful validation of proposed solutions.

Global Reach and Multicultural Environment :

Be prepared for travel within the Asia Pacific region and, if necessary, internationally.

Work seamlessly with cross-border teams, primarily located in Asia Pacific and Europe time zones.

Location and Language Requirements :

Based in Bangalore, you’ll be at the heart of technology innovation.

Fluency in both English and an Indian regional language is essential for effective communication.

Cost Understanding and Viability Assessment :

Develop and maintain a detailed understanding of costs and cost drivers.

Assess the viability of product and service offerings, ensuring optimal pricing and profitability.

Upsell Support and Post-Sales Assistance :

Qualify and support upsell opportunities.

Follow up post-sales, resolving implementation and delivery issues.

Occasionally act as a billable expert for the customer.

Technical Proposal Ownership :

Take ownership of technical proposal delivery.

Provide essential inputs for business cases and commercial bids.

Product and Solution Knowledge :

Maintain expertise in Orange products, services, and solution sets.

Understand integration and alignment possibilities within your area of expertise.

Qualifications-

Experience :

Over 15-20 years in client-facing, consultative technical roles.

Proven track record in the telecom industry, software customization, and operational support for global projects.

Minimum 7-10 years in contact center, Telecom voice, or CPaaS industry.

Ecosystem Familiarity :

Experience in CPaaS, CX, and telco partnership ecosystems.

Collaboration with OEMs like Cisco, Nice, Genesys, and Avaya.

Technical Skills :

Hands-on experience with APIs and SDKs.

Familiarity with PaaS, SaaS, IaaS, and public cloud concepts (advantageous but not mandatory).

Soft Skills :

Strong presentation abilities.

Effective problem-solving skills.

Creativity in solution design.

A collaborative team player with excellent communication skills.

Your expertise will shape exceptional customer experiences, driving Orange’s success in the dynamic CX landscape.