Solutions Consultant

Job Summary

The Solutions Consultant – is a critical role responsible for driving sales in the organisation. The candidate will be part of the commercial team working closely alongside other sales team members with the objective of proposing and selling solutions that address the customer needs.

The senior Solutions Consultant will also be responsible for working closely with clients to understand their business needs around the customer care solutions such as contact centre, WFO solutions, Conversational AI systems, Voice of the customer solutions.

The ideal candidate will have a deep understanding of contact centre system architecture, conversational AI architecture, WFO, integrations with third-party system, highly organised, and possess strong collaboration, communication and leadership skills.

Key Responsibilities

1. Collect and analyse business and technical requirements for customer engagement, contact centres and digital transformation solutions.

2. Actively learning and mastering the TP Infinity Portfolio in order to creatively apply that into day to day offering.

3. Qualify technically any new opportunity ensuring we maintain a high win rate.

4. Ensuring that all our technical contractual obligations and scope of work to each new customer are accurate, and can be delivered in a timely manner.

5. Develop technical & commercial proposals, solution designs, bill of material, scope of works, compliance lists, TCO & ROI studies and all other necessary material to win the opportunity.

6. Prepare and deliver winning Demo’s & Presentation’s to the customers.

7. Act as a SPOC with the PS teams providing and gather needed input to develop and price the professional services scope to be included.

8. Upon winning the opportunity, ensure smooth handover between the pre-sales to professional services delivery team by providing adequate knowledge transfer regarding the scope and requirements of the project, ensuring a seamless on-boarding experience.

9. Assisting commercial team through preparation and delivery of business discussions, technical presentations, and product demonstrations, by carefully mapping customer business requirements to effective value driven technical solutions.

10. Meet & collaborate with our prospective customers as a trusted Solution Consultant, developing understanding of their current environment, key business challenges, and helping prospective customers envision the benefits that can be realised from proposed solutions.

11. Being part of the commercial organisation where by customer relation is a key asset, it’s important to develop and maintain strong relationships with clients and act as their trusted advisor.

Knowledge Requirements

1. Bachelor's degree in Business, Computer Science, or a related field.

2. 7+ years of experience in contact centre operations and/or solutions consulting.

3. Knowledge of contact centre technologies and industry trends.

4. Knowledge of major Contact Centre technology & (Cisco, Avaya, Genesys, Five9, Zendesk, Altitude, 8х8, Content Guru or similar).

5. Knowledge of major CX technology & platforms - conversational AI systems, conversation design, customer experience management, speech analytics and voice biometrics.

6. knowledge of VOIP technologies - IP telephony, SIP trunk, WebRTC, Trans-coding and VOIP Codecs.

7. Knowledge of telecom, networking, servers, hardware, security, cloud and virtualisation on fundamental level only.

8. Ability to flexibly travel in and out of country when needed for client meetings, training and events.

Skills Requirements

1. Have the ability to work closely with sales & commercial team in a collaborative manner under a matrix cross functional structure.

2. Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and stakeholders.

3. Strong leadership and coaching skills, with the ability to motivate and develop team members.

4. Strong analytical and problem-solving skills.

5. Ability to think strategically and develop creative solutions to complex business problems.

6. Proficiency in Microsoft Office, Excel, PowerPoint and Visio.