Principal Consultant – Contact Center Solution Design
Livec Staffing Services Private Limited- Posted 5 hours ago
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Job Description
Hiring: Principal Consultant – Contact Center Solution Design
Location: Bangalore
Experience: 10+ Years
Level: JL6A / JL6B
CTC: Up to ₹40 LPA
Account: CS Solution Design
Role Overview
We are looking for an experienced Principal Consultant with strong expertise in Contact Center Solution Design, workforce sizing, effort estimation, commercial pricing, and pre-sales.
Candidates must have at least 5 years of experience in Sales/Pre-Sales for Customer Service or Contact Center solutions, including RFP/RFI/RFQ management and deal closures.
Key Responsibilities
- Analyze contact volumes using ACD reports, CRM platforms, and ITSM tools.
- Perform workforce sizing, shrinkage calculations, and effort estimation.
- Develop Target Operating Models (TOM) and operational banding structures.
- Prepare and manage RFPs, RFIs, RFQs, solution proposals, pricing, and commercial models.
- Lead pre-sales activities and support deal closures.
- Identify automation opportunities through chatbots, voice bots, and language translation.
- Collaborate with delivery teams and stakeholders to validate solutions.
- Present and defend proposed solutions during client presentations, orals, and due diligence.
Mandatory Skills
- 10+ years of overall experience, including at least 5 years in Contact Center / Customer Service Sales or Pre-Sales.
- Strong hands-on Contact Center solution design and workforce sizing experience.
- Proven experience handling RFPs, RFIs, RFQs, and deal closures.
- Experience in Customer Service, Product Support, Service Desk L1/L2, Billing, or Sales Operations.
- Strong knowledge of shrinkage, effort estimation, TOM, and commercial pricing.
- Advanced Excel, PowerPoint, communication, and stakeholder management skills.
Preferred: Exposure to IT, Infrastructure, or Transformation initiatives.
Important: Hands-on Contact Center solution design and people-sizing experience is mandatory. Profiles focused primarily on IT, Infrastructure, or Transformation without relevant Contact Center sizing experience will not be considered.
How to Apply
Interested candidates with relevant experience can share their updated CV.
Contact: 8297091110
Email: [Confidential Information]
More Info
Key Skills
Contact Center Solution Design
Contact Center Pre-Sales
Workforce Sizing
BPO Solutioning
Customer Service Solution Architect
Contact Center Commercial Pricing
About Company
Live Connections is a search agency that specializes in finding and placing professionals across all industrial sectors. With an extensive background in recruiting, we understand the pitfalls and frustrations of recruiting high-calibre individuals. We also understand the tensions and pressures that can frustrate a professional in his or her search for the right job. With a crack team of result-oriented professionals, we help connect the job-seeker and the Employer and make a match that satisfies both.
With our extensive experience in consulting and recruiting for the emerging enterprise, Live Connections is poised to bring the best solution to both sides of hiring - the job-seeker and the Employer
(Obstacles are what you see when you take your eyes off the goal)