Principal Consultant - Solution Design

Greetings from Infosys BPM Ltd.

We are looking to hire a Principal Consultant - Solution Design for Customer Service / Contact Center domain at Electronic City, Bengaluru, please find the below job description for your reference, and apply if interested.

Purpose of the Role:

To work as part of the Customer Service Solution Design team to enhance the overall capabilities of the CS Practice and ensure year – on – year increase in revenue and profitability while keeping transformation and sustainability as the focus. Client relationship & confidence building through ownership and engagement will be key to adding new clients to the Customer Service portfolio and contributing to the growth of Infosys BPM as a whole. Involvement in complete life-cycle – from RFI to RFP to BAFO to transition execution.

Educational Qualification: Graduate with an MBA (preferred)

Minimum Experience required: 12 years with at least 8 years of experience in Sales or Pre-Sales for Customer Service / Contact Center, working on RFPs, RFIs, RFQs with a high percentage of deal closures.

Job Description:

1) Contact Center Solutioning experience of people related services, like Service Desk, Customer Service calls/Chat/Emails, Billing inquiries, Sales, etc.

2) Leading the deals independently, making the pricing input files, making the PPT proposals, Writing the Solution responses

3) Leading a team of Solution Design architects

4) Knowledge of Customer Service Transformation Tools like Chatbot, Voice Bot, Language Translation

5) Bulk of Solution Design experience should be in Front office deals for Customer service with End customer interactions through voice, Chat, Email

Skill expectations:

1. Understanding of shrinkages and effort estimation

2. Understanding of Targeted Operating Model and its applications

3. Understanding of Commercial pricing models

4. Deep understanding of Customer Service, Product Support and Service Desk (L1, L2 etc)

5. PPT designing and presentation skills

6. Advanced Excel

7. Excellent Communication and stake holder management

Role Expectations for Independent Contributor:

1. Create intelligent Questionnaire from the available details

2. Volume analysis from ITSM Platform, ACD Reports, CRM Platform etc.

3. Identification of Used Cases for Transformation opportunities

4. Effort Estimation modeling

5. Creating Banding structure as per TOM and scope of activities

6. Align Operations and Transformation productivity in the banding based on respective approvals

7. Update Solution assumptions

8. Review banding with respective delivery spocs and take signoffs

9. Provide TIG inputs based on solution

10. Write up solution response in PPT / Word / Excel

11. Defend solution with all key stakeholders (BPM / IL / Client)

12. Present Solutions in client Orals

13. Conduct Due Diligence with clients on expected outsourcing initiatives

Regards,

Infosys BPM Talent Acquisition Team