Evangelize and Implement the Technology Transformation led, Assets strategy in the designated functional area , for global clients
Domain expert for the functional area. Understand the market (opportunities, threats, and forward looking issues) in the functional area. Work with marketing for Strategy Development and Market/ProductEvaluation studies
Incorporate differentiated capabilities and assets to improve the value proposition for the functional area. Continually evaluate the current capabilities and the new features introduced in the market
Responsible for NPI in their functional area of assets, Implement the build/partner strategy. Work with global procurement team as required for partner selection etc.
Work with the business owner(Vertical, sales, delivery lead) on asset needs, prioritize, and develop the business case for new assets request for development
Lead the initial business requirements gathering phase working with the teams who are identified as the requestors and contributors to the new request to qualify the request in the Pre Asset stage and before formal dev teams can be assigned.
For Assets which have been identified as partner - run the partner evaluation exercise as a program manager. Drive selecting the right partner by preparing the required technical evaluation and business documents. Work with procurement manager to explore and present to the Asset Leader, various vendor pricing/commercial models for specific asset, to aid evaluation and selection. For Assets that have beencategorized as "Build" per the strategy, create the documentation required as per the Asset Development process to validate the request per defined process. Lead the cross-functional global teams (PM, Dev, Arch,pilot team, Delivery lead etc.) for new asset development.
Point of contact / clearing house for feature and change requests, maintains roadmap. Support the pilot or POC execution in the identified client and prepare pilot performance metrics and reporting on identifiedsuccess criterions. Supports the Dev/Project manager as the domain asset SME and support the agile process management.
Conceptualization and Development of new features in existing assets
Developing pricing/commercialization strategy. Standardize costing, pricing and/or pricing guidelines for each asset, define consistent SOW and SLA terms wherever possible
Develop Marketing/sales materials jointly with marketing teams, Asset Collaterals, demos, whitepapers etc.
Design relevant Asset training material & education programs, to drive education to sales and solution teams. Support the Asset Delivery lead to develop deployment education. Establish various deployment models as per the client requirements in various geographies (Premise based, SaaS etc.)
Create tools and material to assist in consistent, successful deal solutioning, incl Cost Benefits, ROI etc. Develop cost calculators and solutioning input questionnaires that are relevant to the deal construct in the business
For Asset that is already steady state in business - Work with the Solution architects and EPIC Consultants, to understand the overall solutioning construct and engagement models.
Own the technical solution development of the asset in the bid stage and work closely with each bid teams.Provide the technical & business input required during the sales and the due diligence process to provide costs estimates for the solutioning, transition and deployment phases. Ensure that the Cost benefittemplates are followed for the specific asset during deal solutions. Support to Solutions by assisting with and reviewing solution proposals for the specific asset esp. from a technical standpoint.
Provide the techno-business bridge between the teams deploying the solution including the vendor teams and in-house delivery teams. If partner asset, be the SPOC for the vendor and bid teams during solution preparation and presentation. Reviews the benefit/commitment in solution deals and escalates forissues/support.
Ensure that the requirements for any customer solution are fully understood and mapped to the technical capabilities of the offering for all criteria, including but not limited to security, service levels, and capacity and performance issues.
Provide estimates on resources levels and skills required to support existing deals and keep pace with current and expected future demand.
Track and Report on Pipeline across various geographies.
Participate in sales cadence to push assets in the prioritized geos, by the Assets Leader, or support campaigns set up to increase adoption for the identified asset.
Review deployment templates usage and support challenges as they arise in specific deals during deployment.
Tracks financial performance of asset in business vs anticipated ROI.
Ensures assets are being used effectively in the field and captures feedback to review with the Assets Director for new features addition and roadmap development for their assigned asset.
Work with regional sales leaders in understanding the requirements and ensure sales readiness through innovative products and services solutioning
Establish and maintain relationship with third Party vendors for leveraging the vendor/partner capability.
Should have the desired competence and experience in business and technical transformation in the outsourcing business process domain
Should have cross industry experience with desired exposure to BFSI, Healthcare, Technology, Telecom & Retail sectors
Should have extensive BPM knowledge and experience, combined with technical application design and architecture understanding
Should be able to present the solutions to the customers and articulate the value proposition in a detailed and crisp manner
Hands on experience in the functional area and detailed hands on exposure to latest technologies/tools in the functional area is a must.
For the process automation and reporting, functional areas exposure required in Desktop/process automation, RPA, data discovery and visualization tools , and
For Multi-Channel applications (Web,IVR,Email, Chat,Knowledge Mgt etc.) and Operational Enablement/Productivity Tools functional areas exposure required in speech enabled IVR implementation, deployment of call routing infrastructure such as Genesys, Cisco and Avaya products, Chat/email applications and KM solutions.
Candidate should have strong analytical capabilities
Good project management skills with exposure to leading PM tools
Should be proactive in making suggestions to customers on best practices and managing client or Business owners expectations is critical
Should have excellent vendor management and 3rd party management skills
Technical/platform design and architecture experience, combined with application design and architecting
Excellent communication skills, to work with technical and business resources
Should have excellent relationship management skills with customers, vendors, partners and other internal teams
Experience in managing global clients such as US based clients is preferred
Educational Background in Engineering and Management. Certification in Contact Center Technology is preferred.
Overall experience of more than 10- 12 years in Contact Center field is preferred.
Candidate is expected to be based in India and travel (international and local) is expected to be 20% to 25%.
Experience in managing large implementations and handling multiple clients or multiple projects
Experience in managing a team of technical resources in implementing contact center technologies for a large corporation spanning a large base of contact centers and using different vendor products.