Job Description
Overview of the role :
The Solutions Consultant works with the Sales Team on developing identified business opportunities & to strategize solution CX offering for different customer segments. The Solutions Consultant works in a consultative role to understand customer needs (functional & technical) and maps them to Genesys software, services, and consulting offerings. You will work with all levels of customer organizations tailoring the messaging to meet the needs of various business and technical stakeholders including C-level decision-makers. This role is imperative to the success of sales opportunities.
What you will do :
- Provide product knowledge to support and sales team.
- Prepare technical proposal as per customer RFP, RFI
- Understand Solution pricing and BID, Tender needs and catering the proposal to meet requirements
- Technical and architectural leadership in proposing, creating and improving solution design.
- Lead Reports Requirements Gathering, Customizations, Development and Implementation workshop with customer.
- Document scope of work document, use-case, call flow, UML diagrams etc.
- Walk our clients through Genesys solutions via demos, workshops, and presentations to outline how our applications deliver customer experience transformation and outline benefits for specific users such as agents, supervisors, and administrators.
- Create or provide documentation, such as Discovery, Architecture & Solution Design Proposals, to ensure a smooth transition to professional services.
- Present ideas ‘recommendations on how the customer should embark on improving customer Journeys.
- High-level business benefit model and ball-park costs for delivery of identified solutions.
- Customer Vision Sessions: Sessions to work through existing Customer Journeys and to define where Genesys solutions can be implemented or enhanced in order to deliver an improved customer experience. These will be workshops with a number of individuals with the outputs comprising a sub-set of the above or leading to a more detailed Walkthrough.
Skills
Required skills to be successful:
- Technical domain knowledge & expertise in enterprise call Contact Centre technologies, Conversational Artificial Intelligence Bot, survey, quality management, recording, workforce management, IVR, PCI-compliance.
- Familiarity with cloud platforms (Amazon Web Services, Microsoft Azure) and cloud application architecture (Microservices, Kubernetes & Docker).
- Proven experience in defining the return on investment in any given proposal.
- Being able to propose a solution that is mapped to the business requirements, including scoping of functional and non-functional specifications, High-Level Design, Sizing, etc.
- Architecting and building solutions, which integrate smoothly in cloud and hybrid operating models for supporting Genesys
- Being able to prescribe to the customer about in which order will be best to implement a solution to minimize impact and maximize benefit.
- Be a Grade A+ in presenting skills, with the presence and gravitas to be able to command workshops to successful conclusions.
What equips you for the role :
- Engineering degree in IT or Computer Science
- Genesys Certification / Trainings (Cloud or Engage)
- 5+ years of Genesys experience and expert knowledge in Contact Centre technologies.
- Excellent communication skills in Arabic will be an added advantage
Job Details
- Job Location
- Saudi Arabia
- Company Industry
- Retail & Wholesale
- Company Type
- Employer (Private Sector)
- Job Role
- Sales
- Employment Type
- Full Time Employee
- Monthly Salary Range
- Unspecified
- Number of Vacancies
- 1
