Presales Solutions Architect- Contact Center Technology

4 weeks ago

Noida, India HCLTech Full time

Role: Presales Solution Architect - Contact Center Technology

Location: Noida

Job Description:

A seasoned professional who understands the full life-cycle of a pre-sales engagement including solution design, OEM tech partners’ engagement, customer presentations, bid management involving multiple players and having Contact Center as a Service (CCaaS) platform experience


Technical Skills Needed:

  • Having knowledge of different types of licensing of contact center components
  • Good at articulating value propositions using word and power point formats using online or visio type tools for network diagrams
  • Technical knowledge on at least two Contact Center technology platforms viz. Nice CXOne, Genesys, Amazon Connect, Cisco, Avaya, Vonage (combination must include CCaaS platform experience), preferably certified on design/solution
  • Good understanding of evolving technology interfaces and methods of interconnecting telephony, software and hardware platforms, such as SIP, E1/T1, CTI, APIs,TCP/IP, MPLS, WebRTC etc.
  • Fundamental knowledge of public cloud – AWS (preferred), Microsoft Azure, Google Cloud
  • Must have worked on few large transformation deals in excess of 400 agents globally


Soft Skills Needed:

  • Very good listening and communication skills – understanding customer’s stated and unstated requirements and proposing solutions or alternatives
  • Comfortable working with customer and colleagues from multi-cultural environment and across different time-zones (it’s a global role)
  • Basic business analysis skills using excel or any other BI tool
  • Team player that collaborates and shares knowledge with others
  • Comfortable as individual contributor in near future but aspire to lead and works towards it
  • Continuous learner of technology and evolving trends in contact center and BPO industry
  • Consultant/advocacy skills to work ethically and win customer’s confidence

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