CEM Solution Architect

4 weeks ago

Mumbai, India Tata Consultancy Services Full time

TCS is hiring for "CEM Solution Architect". Details below-


Role-CEM Solution Architect

Exp-14-18 Years

Location- Mumbai/Delhi

Experience-14-18+ Years with at least 7 years+ in contact center (Customer Experience) solutions


Role-


• 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)/TCS locations across India/globally for client meetings, solution workshops and bid war rooms.

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


Skills-

• 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)


Key Ask-

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

• 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


Interested Candidates can apply


Regards

Tanya Kansal

TCS-TAG

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