Job Description

KEY RESPONSIBILITIES

Presales & Customer Engagement

• Collaborate with sales and business development teams to understand customer business objectives, technical requirements, and operational challenges.
• Act as a key technical advisor during the presales cycle, supporting customer meetings, workshops, solution discussions, and clarifications.
• Deliver technical presentations, demos, and solution walkthroughs to prospective customers, showcasing platform capabilities and differentiators.
• Build trusted relationships with customers by providing consultative, value-driven technical guidance.

Solution Architecture & Design

• Assist the Solution Architect Lead in designing end-to-end contact center solutions covering voice and digital channels.
• Develop solution architectures that are scalable, secure, resilient, and aligned with industry best practices and customer requirements.
• Evaluate customer environments and propose suitable architectures, integrations, and migration approaches.
• Ensure proposed solutions are technically feasible, commercially viable, and aligned with product capabilities and roadmaps.

BIDs, RFPs & Technical Proposals

• Contribute to and support responses to BIDs, RFPs, RFIs, and technical questionnaires.
• Prepare high-quality technical proposal sections, solution descriptions, architecture diagrams, and compliance matrices.
• Address technical risks, assumptions, dependencies, and constraints clearly within proposals.
• Support pricing and solution optimization activities by aligning technical scope with commercial considerations.

Handover & Delivery Alignment

• Collaborate with delivery, implementation, and operations teams to ensure a smooth transition from presales to project delivery.
• Ensure proposed solutions are clearly documented and aligned with delivery capabilities and customer expectations.
• Support clarification sessions during early delivery phases when required.

Knowledge Management & Continuous Improvement

• Develop and maintain presales technical collateral, including solution architectures, reference designs, technical presentations, and best-practice documents.
• Stay up to date with industry trends, emerging technologies, and competitor offerings in the contact center and CX domain.