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AVP - Contact Center Tech SME

3 months ago

Coimbatore, India Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.


Inviting applications for the role of Assistant Vice President - Contact Center Tech SME


This role is a combination of excellent strategy mindset, technology prowess, good commercial sense in structuring deals, and excellent customer facing skills (executive presence, ability to listen and address specific problems, articulate acceptable and reasonable solutions, etc.).


Responsibilities

  • Leading RFP responses and proactive bids for Customer Care with a focus in end-to-end value proposition partner across functions and service lines. This involves defining the digital, analytics and commercial parts of the solution, the operating model, authoring the RFP response.
  • Leading development of capability including defining generative AI offerings required to have a differentiated set of end-to-end solutions in contact center, building, maintaining and updating those solution offerings by partnering internally and externally.
  • Work with internal teams to build the client facing proposal
  • Front end along with BD/Sales and contribute to deal conversion
  • Have a sharp point of view on market trends/changes/competitive landscape based on experience and industry knowledge
  • Able to work independently in a cross-cultural environment, spanning different time zones (ability to work late nights and weekend for RFP submissions)
  • Thought leadership through whitepapers, content creation in narrative Word doc and PowerPoint deck, etc.


Minimum Qualification


  • Consulting / Advisory experience - demonstrated ability to convey value proposition, differentiators in a compelling manner to win new relationships / opportunities.
  • Technical expertise in AI and data science and facility with deploying business use cases for various generative AI technologies
  • Experience in working in a fast paced & tight timeline type of environment
  • Deep domain expertise contact center technologies (including analytics and digital products)
  • Ability to manage multiple stakeholders
  • Excellent project & time management skills
  • Excellent analytical and execution skills
  • Effective Communication skills
  • Should possess high degree of versatility, good interpersonal skills, and excellent time management skills
  • Should be able to handle pressure and long work hours, if necessary
  • Proven ability to work effectively from home, being able to network effectively in a remote environment, and ability to travel when required for client meeting and workshops.
  • Very ‘hands-on’ person with highly productive individual contributor output


Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on , X, YouTube, and Facebook.


Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.