Job Location: Gurgaon / Mumbai / Chennai / Bangalore
(Anywhere from India can apply)
Work Type: Currently Work at Home (Hybrid Working Model)
Experience Required: Minimum 13 - 18 Yrs
KeyResponsibilities
SolutionDesign&Development
- Lead the design and documentation of CRM solutions for Front/Back Office and Contact Center technologies.
- Define client requirements and scope, develop high-level business case scenarios, and propose service delivery models (technical architecture, governance, organization design).
- Evaluate transformation potential, cost savings, and create transition strategies and plans.
- Coordinate with cross-functional teams to develop comprehensive solution propositions.
ClientEngagement
- Conduct workshops and meetings with prospective clients to present solutions and articulate value.
- Facilitate client conversations, job shadowing, data gathering, and information analysis.
- Serve as a key member of the sales team for specific deals, providing deep business and solution insights.
Leadership&Collaboration
- Provide process expertise and leadership to Geo Delivery Process Leaders/Architects.
- Advise on best practices and process improvements to enable standardized global process designs.
- Manage ad-hoc solution/proposal teams, integrating expertise from various business areas.
Technical&CommercialExpertise
- Demonstrate working knowledge of contact center technologies (CCaaS, Voice/Chat/Email Bots, IVR, RPA, Analytics).
- Conduct cost-benefit analysis and develop Total Cost of Ownership (TCO) models and ROI assessments.
- Integrate technical, transition, and IT responses into unified proposals.
- Negotiate and develop Statements of Work (SoW) and Master Service Agreements (MSA).
Travel
- If required should be flexible to support client engagements and solution delivery.
Required Experience & Qualifications
- Minimum 5 years of industry experience in the specified sector.
- Practical experience in designing or delivering CRM Solutions/Operations (Back Office, Front Office, Call Centre).
- Strong understanding of contact center technologies and market trends (Process Automation, Straight Through Processing).
- Experience in process modeling; Six Sigma certification is a plus.
- Proven ability to develop solutions in complex operational environments.
- Demonstrated success in managing business transformation projects with measurable improvements.
- Strong leadership, communication, and consulting skills; experience in senior finance sales activities.
- Excellent project management skills.
- Experience interfacing with senior executives across multiple companies and countries.
- Strong team management and networking abilities.
- Knowledge of Workforce Management (WFM) includes headcount calculations, occupancy, AHT, volume patterns, scheduling, and forecasting.
- Understanding of resource profiling (language proficiency, experience, education).
- Experience in cost-benefit analysis, TCO modeling, and ROI.
- Financial acumen: understanding of P&L, revenue calculation, gross margin %, operating income %, and cost levers.
- Technical writing and value proposition articulation.
- Negotiation skills and ability to interact with legal teams.
- Ability to translate data into meaningful context and quantitative analysis.
