Solutions Consultant – Contact Center

5 days ago

Gurugram, India Synergy Plus Business Consulting Group Full time

We are a Gurgaon Based leading Recruitment Partner for various reputed MNCs and Indian Corporates engaged in various Sectors on a PAN India basis for over a decade. Presently we are looking for the -eligible candidate for a BPS as per the below given details. Please apply in confidence


Job Title: Solutions Consultant – Contact Centre

Designation: Manager

Reports to: Solution Lead, TTH

Location: Gurgaon / Pune / Bangalore


A. Position Summary:

The individual should have strong Domain knowledge in the Contact Center Industry (Voice Inbound/Outbound + Chat +Messaging + Email) in order to identify market needs, and create thought leadership content, frameworks to support decision-making. The candidate will be required to deliver research and analysis through written reports, research-informed consulting,

client enquiries, speaking engagements, and other deliverables.


The candidate will be required to contribute actively in the pre-sales cycle by:

• Delivering research & analysis focused on leading trends in the Business Process Outsourcing space for Contact Center Clients.

• Identifying problem statements, creating effective solutions, augmenting research material from time to time.

• Make effective presentations , work with senior executives, develop research agendas, and work with clients & integral teams to solve strategic business services and technology related sourcing, transformation challenges.


This is an Individual Contributor role who needs to demonstrate ownership, hands on approach, multi-tasking ability, detail orientation, pro-activeness and expertise in stakeholder management skills & competencies.


B. Pre-requisite for the role

Essential Qualification and Work Experience:

1. Graduate

2. Experience in Contact Center Domain for US, UK or Australia geographies

3. Overall 8-10 years+ of work experience in mix of International BPO and / or consulting environment

4. At least 4-6 core years in Contact Center domain.

5. Excellent Written, Oral and analytical skills coupled with excellent Presentation creation skills.

6. Good MS Word, Excel, MS Visio, Powerpoint experience Soft Skills :

7. Excellent Leadership skills

8. Excellent communication and email etiquette skills

9. Strong client interaction skills

10. Strong collaboration skills with multiple senior stakeholders

11. Strong Analytical skills

12. Excellent conflict and stakeholder management skills


Technical Skills:

13. Advanced MS PowerPoint Skills

14. Advanced MS Word & Content Creation Skills

15. Well acquainted with leveraging open and paid research sources

16. Ability to research large amounts of data from open and paid sources


Preferred Qualification:

1. MBA from reputed business school

2. Proposal writing skills certification

3. Operations management or Transitions experience in BPM environment in the past

4. PMP, Six Sigma Lean Black Belt Preferred Soft Skills:


• Excellent program management skills

• Exposure to data analytics


C. Essential duties and responsibilities include the following (other duties may be assigned)

1. Knowledge: Domain knowledge in the Contact Center Industry (Inbound/Outbound + Chat + email + Messaging)

2. Due Diligence: Conduct in-depth assessments of requirements through documentation review and intelligence / insights gathering.

3. Solution design: Develop comprehensive contact center solutions for pursuits, tailored to requirements, considering factors such as processes, technology, and customer experience

4. Collaboration: Lead collaboration with all required internal functions, for inputs to build contact center solutions

5. Documentation: Maintain detailed documentation for pursuit submissions, including deal brief, bid plan, solution summary, proposal document, pricing file (if required), and lessons learnt

6. Bid Management: Lead the pursuit activities during the proposal development and submission, and provide regular report outs to internal stakeholders

7. Pricing: Lead and oversee the pricing of contact center solutions, for submission to pursuits

8. Collaterals: Create collaterals of differentiated contact center solutions and offerings for White Papers / Blogs

9. Best practices: Stay current with industry best practices and emerging trends in contact center technology and customer service

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