CX Solution Consultant

2 weeks ago

New Delhi, India Latinum HR Solutions Full time

Role: CX - Solution ArchitectExperience: 12–15+ years (with at least 7+ years in Contact Center / Customer Experience solutions)Role Summary:This position is designed for a highly experienced professional (12–15+ years) with extensive expertise in Contact Center and Customer Experience solutions (minimum 7+ years directly in this space). The Solution Architect is responsible for designing transformative CX solutions, leveraging advanced technologies and tailoring strategies for global clients.Key Responsibilities:- Analyze client needs and craft tailored CX solutions that focus on efficiency, digital adoption, cost reduction, and enhanced service quality. - Collaborate with teams across Sales, Transformation, Bid Management, IT Infrastructure, Pricing, and Operations for solution development. - Prepare persuasive proposals, RFP/RFI/RFQ responses, and client-focused value presentations. - Lead presentations, solution defenses, and workshops for clients and C-level executives. - Support the commercial aspects of opportunities and demonstrate business value in proposals. - Develop industry thought leadership through white papers, points of view, and case studies on CX. - Be available for domestic and international travel to client sites as required. - Required Skills & Expertise - In-depth knowledge of contact center workflows and technologies, including IVR, Chat/Chatbots, GenAI, CCaaS, AR, and CRMs. - Proven experience in CX Operations, Pre-Sales, and global Solution Design. - Strong communications and presentation abilities, especially with C-level stakeholders. - Advanced proficiency in MS PowerPoint, Excel, and Word for solutioning and proposal drafting. - High level of analytical, decision-making, and independent problem-solving skills. - Ability to perform effectively under tight deadlines and in ambiguous conditions.Key Attributes:- Commitment to continuous learning; stays up-to-date with rapidly evolving customer experience technologies. - Flexible to travel and work extended hours when needed. - Strong independent work capabilities, balanced with collaborative teamwork.

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