AGM - Customer Service Solutions

Job Title : AGM - CEM Solutions

Location : Mumbai / Gurgaon / Kolkata / Bangalore

Candidate expectations

Candidate must have 12 to 15+ Years with at least 7 years+ in contact center (Customer Experience) solutions

Experience in working with global clients in Customer Experience Operations and Pre Sales / Soluti

Job Description :

Analyze and understand client requirements and design customized solutions that meet their business needs.

Develop and design Customer Experience (CX) solutions that optimize efficiency, increase digital interventions, reduce costs, and improve quality.

Understand client transformation needs and design customized solutions.

Coordinate and collaborate with Sales / Business Development, Transformation, Bid Management, IT Infra, Pricing and Operations teams to develop best-in-class solutions to meet customer needs.

Create compelling pitches to promote value based selling specific to verticals.

Respond to RFP / RFIs / RFQs, build proactive proposals with customized transformation solutions.

Work on the opportunity commercials and create business value for the proposal.

Communicate solutions with customers, management, and other stakeholders through proposal defense, solution presentations, meetings and further discussions in person or remotely.

Travel to client location (need basis)

Create industry specific white papers, point of view and case studies on CX.

Excellent written and oral communication and interpersonal skills (ability to articulate key messages)

Knowledge of leading contact centre technologies i.e. IVR, Chat / Chatbots, GenAI based solutions, CCaaS, Augmented Reality, CRMs, etc

Strong understanding of Contact Center processes and workflows.

Experience supporting and participating in C-level presentations.

Ability to work independently and as part of a team.

Strong problem-solving and analytical skills

Excellent with MS Office (must have good PowerPoint, Excel and Word skills

Continuously upgrade in the customer experience technology space

Ability to learn fast and deliver against stringent timelines.

Readiness to travel as and when required on short notice.

Required to work long hours on need-basis (especially during large deals submission with stringent timelines).

Should be able to work independently with minimum inputs and in ambiguous scenarios.