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CcaaS AI Pre Sales

2 weeks ago

Kanpur, 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:

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