CEM Presales Solution Architect
Parameter Description
Job overview
1. Independently and with minimal supervision architect best in class Customer Experience solutions across any TCS verticals, which are innovative, transformational, cost effective and meet the clients- requirements. The Job role has ample opportunity for co-creating solution with client’s onsite at their premises through principles of design thinking and agile methodology
2. Knowledge of new age Gen AI, digital technology, transformation and automation tools enhancing customer experience and at the same time reducing the total cost of operations will be an added advantage
4. Ability to think out of the box, challenge the status quo and think - Entrepreneurial- is a required key personality trait for this role
Department – Customer Experience Management Presales and Solutions
Location – Mumbai
Employment type - Full-time
Work experience / Qualifications - Minimum 15 years of work experience with at least 5 years of experience in a specific vertical for contact centre work. Presales and Solutions knowledge will be an added advantage.
- Should know call centre basics, WFM and Operations principles
Key responsibilities - Ownership, responsibility and accountability for creating winning solutions
- Manage stakeholders across functions that provide relevant inputs to the solution (pricing, technology, transition, etc.)
- End-to-end responsibility for conceptualizing and building high quality deliverables required during the sales cycle, including thought leadership. Typical deliverables include customized client presentations, response to RFP / RFI documents / pro-active proposals, etc.
- Owing proposal delivery responsibility end-to-end including commercial, transformation and automation opprotunities, contractual implications and third party knowledge.
- The role will also involve
- Participate in consulting / diagnostic studies / strategic projects
- Presentation of the solutions to the customers
- Lead, participate in client visits to various TCS locations
Skill-sets - Analytical mind-set - Ability to understand client requirements and architect the appropriate solution
- Ability to innovate and ideate
- Excellent English communication skills (written and verbal)
- Strong stakeholder management skills
- Ability to handle high pressure situations and multi-task
Travel Required - Yes. Based on the requirements of the deliverable.
