Strategic Contact Centre Solutions Architect
11 hours ago
We are seeking a highly skilled Contact Centre Solutions Architect to join our team at Tech Mahindra. This role offers an exciting opportunity to shape impactful solutions, engage with global clients, and contribute to the evolution of our contact centre portfolio.
About the Role:
- Lead the end-to-end solutioning process for RFIs, RFPs, and proactive client pitches.
- Collaborate with Sales and Operations teams to understand client needs and tailor solutions accordingly.
- Develop and present proposals, ensuring they effectively address the client's business challenges.
- Engage with cross-functional teams including Regional Delivery leads, Finance, Transition, and Technology to design a cohesive and competitive solution.
- Own the solutioning process from opportunity identification to closure, ensuring a smooth handover to Operations for delivery.
- Identify and propose innovative solutions leveraging industry best practices and emerging technologies.
- Act as a trusted advisor to clients, articulating the value of our solutions and building confidence in our capabilities.
- Ensure alignment of proposed solutions with financial, operational, and technical feasibility.
Key Responsibilities:
- Solution Design Expertise: Strong background in designing solutions for contact centres, with a focus on integrating Technology, Process, and People.
- RFP/RFI Response: Proven experience in crafting compelling responses to RFIs and RFPs.
- Cross-Functional Collaboration: Ability to work seamlessly with Sales, Operations, Delivery, Finance, and Technology teams.
- Client Presentation: Excellent communication and presentation skills to articulate solutions and engage clients effectively.
- Business Acumen: Deep understanding of contact centre operations, including KPIs, cost structures, and client challenges.
- Ownership: Demonstrated ability to manage solutioning from initial opportunity to successful handover for delivery.
- Analytical Skills: Strong ability to analyze client requirements and align them with feasible, value-driven solutions.
- Technology Knowledge: Good understanding with contact centre technologies (e.g., CRM, IVR, AI-driven solutions) and industry trends.
- Organizational Skills: Ability to manage multiple priorities and deliver high-quality work within tight deadlines.
What We Offer:
- A competitive salary of around $120,000 per annum, depending on location and experience.
- Ongoing professional development and training opportunities to enhance your skills and expertise.
- A collaborative and dynamic work environment that fosters innovation and growth.
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