Director - CX Solutions

Firstsource


Date: 1 day ago
City: Remote, Remote
Contract type: Full time
Remote
The role has the overall responsibility for developing and managing CX Solutions and preparing the collaterals and marketing material. The responsibilities will include defining and designing the solutions based on client requirements and RFPs/RFI’s.

Location: Bangalore/ Hyderabad/Mumbai/Remote

Roles & Responsibilities

  • Engage with the Solutions, Pre-sales, sales, ops teams in identifying gather requirements, pain points, and business goals.
  • Develop technical and business documentation, including architecture diagrams, solution overviews, and value propositions (including cost benefit analysis)
  • Collaborate with necessary stakeholders in preparing the entire response based on requirements
  • Assess and recommend CX tools (e.g., CRM systems, IVR, chatbot solutions), proprietary OR partner products and solutions
  • Design integration strategies as needed from a technical perspective
  • Work closely with IT, operations, marketing, and analytics teams to ensure solution feasibility and scalability
  • Incorporate insights from operations and customer feedback to refine solutions
  • Project planning - Define milestones, timelines, and deliverables for solution deployment
  • Guide the implementation team on solution architecture and resolve technical issues
  • Stay updated on trends like generative AI, sentiment analysis, and predictive analytics that can drive customer experience and operational efficiency

Key Skills

  • Has worked on large scale enterprise solution design and architecture for contact centers
  • Good oral and written communication
  • Good interpersonal, influencing, and negotiation skills (stakeholder management, client interaction), planning, problem-solving and analytical skills
  • Should be creative and have an innovative mindset
  • Crisis, conflict management, and issues management skills
  • An eye for detail as well as an understanding of the big picture
  • Appreciate and understand client business.
  • Good team management skills and people management skills
  • Flexibility in meeting changing business needs

Qualification & Experience

  • Graduate/Postgraduate from reputed institute (Full Time)
  • 12+ years of relevant solutioning, requirements gathering and business development experience (primarily contact centers and CX)
  • Understands proposal, costing and pre-sales,contact center technologies
  • Worked in GenAI projects in the CX space will be an added advantage.
  • Cross industry exposure
  • Strong analytical and quantitative skills

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