Pre-Sales Lead (CCaaS / Customer Experience Solutions)

About the job

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Job Description – Pre-Sales Lead (CCaaS / Customer Experience Solutions)

Location: Noida

Experience: 12–15 years

Function: Digital Workplace / Digital Process Operations (DWP/DPO) – Pre-sales

1. Role Summary

The Pre-Sales Lead – CCaaS will drive solutioning and deal shaping for customer experience and contact center opportunities across Service Desk and DPO engagements.

This role acts as a critical bridge between sales, consulting, and delivery teams, ensuring that solutions are aligned to client outcomes, commercially viable, and differentiated through automation and GenAI-led innovation. [1]

The individual will co-own active deal pursuits, lead solution design, and develop high-impact demos, PoCs, and ROI-backed transformation roadmaps. The opportunity provides a very good exposure into:-

• Opportunity to shape next-gen CCaaS + GenAI solutions globally
• Direct impact on multi-million-dollar deal wins
• Ownership of innovation (demos, PoCs, GenAI use cases)
• Work at intersection of CX, AI, automation, and large-scale transformation

2. Key Responsibilities

A. Deal Support & Pursuit Leadership

• Partner with Sales, DWP, and DPO teams to support active and strategic deals
• Drive end-to-end solutioning responses for RFP/RFI/RFQ bids
• Act as solution SME during deal discussions, workshops, and client presentations
• Own proposal solution articulation including:
• Solution architecture
• Delivery approach
• Transformation roadmap
• Commercial alignment

B. Solution Design (Service Desk / DPO / CX)

• Design end-to-end Service Desk and Customer Experience solutions, including:
• Contact center modernization (CCaaS platforms)
• IT Service Desk transformation
• Back-office and business process operations
• Define:
• Operating model
• Process flows and service layers
• Technology stack and integrations
• Ensure alignment with CX-led outcomes (CSAT, productivity, automation rates, cost efficiency)

C. GenAI & Automation Use-Case Identification

• Identify and define GenAI-driven automation opportunities, including:
• Conversational AI (chatbots, IVR, virtual agents)
• Agent assist and copilots
• Autonomous agents and workflow automation [2]
• Translate business pain points into:
• Use cases
• Solution prototypes
• Value realization models
• Embed AI-led differentiation in all proposals

D. Demo, PoC & Innovation Ownership

• Build and manage demo solutions and reusable PoCs for customer engagement
• Lead creation of wow-factor demonstrations showcasing:
• Omnichannel experiences
• AI/GenAI capabilities
• Automation workflows
• Support client workshops with:
• Live demos
• Scenario walkthroughs
• Design thinking sessions
• Continuously enhance demo environments aligned with market trends

E. ROI-Based Transformation Roadmap

• Define business case and ROI-led transformation roadmap for each deal
• Develop:
• Cost-benefit analysis
• Productivity gains
• Automation impact
• Value realization timeline
• Present executive-level POVs and investment cases to clients

F. Cross-Functional Collaboration

• Work closely with:
• DWP and DPO leadership for joint solutioning
• Delivery teams for feasibility and estimation
• Platform partners (Microsoft, Genesys, NICE, etc.)
• Act as a single solution anchor across stakeholders, ensuring alignment between sales and delivery

3. Required Skills & Experience

Core Experience

• 12–15 years in:
• Pre-sales / solution consulting
• Service Desk or Contact Center transformation
• BPM / Digital Process Operations
• Strong experience in CCaaS platforms such as:
• Microsoft Dynamics 365 Contact Center
• Genesys / NICE / Amazon Connect / Cisco

Solutioning Expertise

• Experience in designing:
• Contact center architectures (omnichannel, IVR, routing)
• IT Service Desk transformation
• Automation and workflow solutions
• Strong understanding of:
• CX metrics and KPIs
• Integration with CRM, ITSM, and backend systems

GenAI & Automation Capability

• Exposure to:
• Conversational AI
• AI copilots / agent assist
• RPA / intelligent automation
• Ability to convert AI capabilities into business outcomes

Presales & Consulting Skills

• Strong experience in:
• RFP responses and deal shaping
• Client presentations and workshops
• Commercial awareness and pricing inputs
• Ability to create:
• Proposals
• Case studies
• Solution decks

Stakeholder Management

• Strong collaboration across:
• Sales
• Delivery
• Partners
• Ability to engage with:
• Senior client stakeholders
• Internal leadership

4. Key Outcomes / Success Metrics

• Win rate and deal conversion for CCaaS / CX opportunities
• Quality and differentiation of solution proposals
• Number of GenAI-led use cases embedded in deals
• Impactful demo and PoC creation influencing client decisions
• Measurable ROI and business case alignment

5. Why This Role is Critical

• Positions HCLTech as a leader in AI-driven customer experience transformation
• Drives integration of DWP and DPO capabilities into unified deals
• Enables shift from traditional service desk to AI-led autonomous CX operations