Job Family Descriptor Tata Communications is looking for CloudContact Center Consultant for leading our US region who wants to join our winning team.
Tata Communications CC expert team is responsible for the design and sales of complex Contact Center Solutions to include Cisco HCS and AmazonConnect portfolios.If you love selling in a changing environment, are achievement-oriented and believe in performance rewards for exceeding annual sales goals though strong collaboration with partners and internal stakeholders, we have a place for you.The candidate is expected to have hands-on sales experience on the above technologies and a thorough understanding of the Cloud CC/Digital customer Experience industry.
Cloud experience is a must and should have a clear sales acumen.Basic Functions:The candidate will build direct relationships with customers, Develop and support Channel business, will work closely with Global SIs, channel partners, agents & Tata Communications AMs to improve new sales opportunities and renewals within the territory.The candidate’s main responsibilities will be to lead all aspects of sales, to collaborate with customers and demonstrate new sales models.
Build/close a funnel of contact center opportunities (Cisco HCS, Amazon Connect cloud); meet with customers to assess business needs, work with other Tata Communications SMEs to explore innovative business applications and work with our direct sales team to ensure they had visibility to future business opportunities.The position requires an understanding of complex Contact Center environments, migration experience of premise to cloud applications, workforce management solutions, IVRs and call flows as well as a solid understanding of competitor platforms.
As the contact center SME, you will support our direct and partner channels as well as assist in the upskilling of our larger solutions engineering teams.Level Descriptor As the Contact Center Consultant, you will support our sales teams in selling to direct enterprises and Channel partners to acquire new customers as well as to churn from on-premise/dedicated setups against direct SI competition.The successful candidate will be self-motivated and will drive sales along with Account teams and business partners to grow market share and drive sales revenue leveraging our extensive portfolio.Work with account personnel to help create and implement strategic account plansParticipate in sales calls (Cold Calling) with prospective customers.Facilitate technical designs, including analysis, configuration, and pricing that meet complex business partner and customer requirementsProvide/Facilitate solution demonstrations for prospective customersDeliver presentations, evaluations and pilots for customers and partnersProvide support for RFP responsesAttend trade shows and represent Tata Communications in social media channelsPrimary region – AmericasBuild and maintain relationships with technical decision makers, influencers and senior management.Minimum requirements for this roleHighly Interactional & Transactional, Highly X-functional, persuasiveHigh Impact Communication: Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and actions.Building Influential Relationships: Working collaboratively with customers, channel partners, and account team members to meet business goals and objectives; using appropriate communication methods to influence others and establish relationships.Customer Focus: Supporting customers during the sales process; seeking and taking appropriate actions on customer requirements while balancing business needs; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.Developing the Pipeline: Applying knowledge of sales trends, market drivers, and key customer issues and opportunities to do strategic account planning; establishing, prioritizing, executing, and monitoring a course of action to accomplish broad territory objectives and sales strategies; using knowledge to identify and cultivate future sales opportunities to build a strong pipeline.Negotiation Effectively exploring interests and options to reach outcomes that gain the agreement and acceptance of all parties by using legitimate data, objective criteria to support one’s proposal.Sales insight and strong relationships, fiscal savvyForecast and deal risk management conceptsMust be willing to travel, up to 30% travel time – regional as well as globalPurpose - Broad objective of the role Required Skill and Abilities:Minimum of 10 years’ experience of Contact Center technologies experience required5 years’ experience in front ending sales oriented roles or pre-SalesDomain expertise in Cisco Contact Center technologies and/or Amazon Web Service are highly desiredShould be able to work independently and drive the sales ecosystem to meet the targets.Must be willing to travel, up to 30% travel time – regional as well as global.A demonstrated background in requirements gathering and documentationDesired Qualifications:Experience with contact center technologies from Avaya, Genesys, & others is a plusUnderstand Amazon Web services fundamentalsExperience with emerging technologies like Speech biometrics, WebRTC, Nuance, WFO Solutions- Nice/Verint/Calabrio etcExperience with Amazon Cloud fundamentalsExperience with emerging Contact Center technologies like Amazon Web Connect preferredExperience with Cloud Contact Center migrations especially premise to cloud is highly desired.Experience with network transport and carrier environments a plusOperating Network - Key External Operating Network - Key Internal Size and Scope of Role - Financial Size and Scope of Role - No.
of direct reports Size and Scope of Role - Total team size Size and Scope of Role - Other size parameters Minimum qualification & experience Other knowledge/skills Key Responsibilities Technical Competencies Knowledge / Skills Communication Skills