Role title: Practice Consultant - CCaaS
Function: Product Management
Band: M3
Department: VIBS Products & Services
Reports to: Principle Practice Architect – Business Comms
Location Cluster Office: Mumbai, Delhi , Bangalore
Role purpose: Practice Consultant of the Cloud contact center
- Technical Expertise: In-depth knowledge of Genesys Cloud, Genesys Engage, and contact center technologies.
- Sales Strategy: Proven track record in developing sales strategies and client engagement plans.
- Presentation Skills: Excellent ability to convey complex information clearly and persuasively.
- Analytical Ability: Strong analytical skills to evaluate customer needs and industry trends.
- Collaboration: Effective team player with experience working across sales, marketing, and technical teams.
- Lead presales activities for Genesys Cloud Contact Center solutions, engaging with clients to assess needs, develop customized proposals & Finalization on Scope of Work
- Deliver impactful product demonstrations, showcasing Genesys features such as cloud services, workforce optimization, omnichannel capabilities and Next Gen Technologies like Gen Ai and Machine Learning models like LLM, SLM.
- Ability to present and influence KDM ,CXO for contact centre solution
- Collaborate with sales and Solution teams to craft strategic account plans, contributing to an increase in sales revenue.
- Support RFP/RFI responses, ensuring alignment with client requirements and contact center best practices.
- Conduct workshops and training sessions to educate clients on Vi Contact Center Solutions and industry trends.
- Supported sales teams by delivering technical demonstrations and addressing client inquiries regarding Genesys products.
- Conducted needs assessments and competitive analyses to position Genesys solutions effectively.
- Collaborated with product teams to provide feedback from clients for product enhancements.
Core competencies, knowledge and experience
- Results-oriented Presales Expert with minimum 7 to 8 of experience in Genesys Contact Center solutions with 12 to 15 years overall Contact Center Industry experience.
- Understanding of other competitor Contact center solutions like Cisco, Avaya ,Alvaria (Aspect), Ameyo etc
- Proven ability to translate complex technical features into compelling business value, driving customer engagement and sales growth.
- Skilled in delivering strategic presentations and tailored solutions that enhance operational efficiency and customer satisfaction.
High problem-solving skills, out of box thinking and managing complex internal and external stakeholder relationships
- Strong systems and process orientation
Work Experience: 12 to 15+ Years
Professional qualifications (preferable):
Engineering Graduate / MBA
Blackblot/ Pragmatic Marketing/ similar certified
Budget owned:
Responsible for VIBS revenues
Key performance indicators [max 3]:
- Conducting Workshops with Customers, Sales and Solution team
- Wins in Large deals
- Healthy funnel built up for CCaaS in line to achieve DB.
Direct reports:
Principle Practice Architect
Dotted reports: None
