CcaaS AI Pre Sales

3 weeks ago

Noida, Uttar Pradesh, India EXL Full time
Responsibilities:

Technical Expertise:

- Omnichannel Platforms: Knowledge / Implementation experience of CCaaS platforms such as Genesys, Amazon Connect, Google, NICE CXone etc. Understanding of feature set, ability to evaluate and recommend go-to strategy.
- Conversation AI Solutions: Knowledge and implementation experience of Voice bots/Chat bots including opportunity assessment, Solution designing, Business case creation and leading implementation
- Agentic AI Solutions and CX Journey Enhancement- Assessing customer journeys, analyzing journey breakpoints, opportunities to improve self-serve connections, assessing the efficacy of current solutions, understanding of technology landscape and accordingly design the end-user journey.
- Agent Experience & Enablement - Implement Agent Assist tools, AI-driven knowledge management, and quality/training digitization,
- Advanced Contact Center Analytics – Leverage speech/text analytics, cross-channel insights, and predictive modeling to enhance interaction quality and operational performance.
- Stay current with industry trends, emerging technologies, and competitor offerings. Any domain-specific experience is also preferred.

Customer Engagement:

- Engage with prospective clients to understand their technical requirements and business challenges.
- Conduct needs assessments and provide tailored technical solutions.

Solution Demonstrations:

- Deliver compelling product demonstrations that showcase the features and benefits of our solutions.
- Customize demonstrations to align with the specific needs and use cases of potential customers.

Collaboration with Sales:

- Work closely with the sales team to understand customer goals and contribute to the development of winning sales strategies.
- Assist in the preparation of technical proposals, RFP responses, and other sales materials.

Technical Presentations:

- Conduct technical presentations, both in-person and virtually, to convey the value proposition of our products/services.
- Address technical inquiries and concerns during the sales process.

Proof of Concept (PoC):

- Lead the design and implementation of proof of concept projects to demonstrate the feasibility and effectiveness of our solutions.

Customer Relationship Building:

- Build and maintain strong relationships with customers, understanding their evolving needs and providing ongoing technical support.

Qualifications:

1. Bachelor's degree in a technical field
2. Proven experience in a technical pre-sales or similar role in the technology industry.
3. Strong understanding of relevant technologies, including (but not limited to) [list specific technologies relevant to the company's products/services].
4. Excellent presentation and communication skills, with the ability to convey technical concepts to both technical and non-technical audiences.
5. Ability to work collaboratively in a team environment and interface effectively with internal teams.

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