Job Description
- Overall, 15 years of experience and Min 8 years hands-on experience in leading and selling CX solutions on an enterprise level or large-scale deployments
- Experience in handling large accounts, stakeholder management, account planning
- Responsible to driving CX Revenue and account growth by identifying new buying centers and opportunities in client environment
- Build and maintain strong relationships with clients and help drive CX engagements with client
- Be the onshore point of contact for any client escalations
- Works with offshore and internal technical teams to steer the project delivery and relationship
- Strong expertise in CCaaS solutions like NICE, Genesys, AWS
- Certification in Google/AWS Cloud or LEX/POLLY or Watson Conversational AI is an advantage
- Basic Understanding of Voice Telephony(Avaya, Cisco, Genesys, AWS Connect) & Data Networks(Basics of MPLS, Internet, VLAN etc.) and Communication process is an Add-on
- Understanding of GenAI, LLMs, Systems Integration & deployment models
- Excellent communication & presentation skills are highly required.
- Proficient in working with cross functional teams
- Ready to work in flexible time zone as per client requirement
- Effective leadership and influencing skills in the application of CX and GenAI
Basic Qualifications
- Bachelor's degree in computer science, Linguistics, or related technical field
- At least 5 years' experience in CX Solution Architect role
- 10+ years' experience in Account Management, Stakeholder Management
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