Presales - Team Lead

Noida, Uttar Pradesh

Job Summary

A seasoned professional who understands the full life-cycle of a pre-sales engagement including solution design, OEM tech partners’ engagement, customer presentations, bid management involving multiple players and having Contact Center as a Service (CCaaS) platform experience

Technical Skills:

- Having knowledge of different types of licensing of cloud contact center (CCaaS) components
- Good at articulating value propositions using word and power point formats using online or visio type tools for network diagrams
- Technical knowledge on at least two Cloud Contact Center technology platforms (CCaaS) viz. Nice CXOne, Genesys Cloud, Amazon Connect, Cisco WebEx, TalkDesk etc.
- Fundamental knowledge on contact center business KPIs like AHT, NPS, CSAT, FCR
- Fundamental knowledge of AI/ML, Agent Assist, Agentic frameworks
- Fundamental knowledge of public cloud – AWS (preferred), Microsoft Azure, Google Cloud
- Fundamental knowledge of sizing resources for managed services and developing transformation related project plans
- Must have worked on few large global transformation deals in excess of 400 agents for global enterprises based out of US, EMEA or AUS/NZ regions.

Soft Skills:

- Very valuable listening and communication skills – understanding customer’s stated and unstated requirements and proposing solutions or alternatives
- Comfortable working with customer and colleagues from multi-cultural environment and across different time-zones (it’s a global role)
- Basic business analysis skills using excel or any other BI tool
- Team player that collaborates and shares knowledge with others
- Comfortable as individual contributor in near future but aspire to lead and works towards it
- Continuous learner of technology and evolving trends in contact center and BPO industry




- Consultant/advocacy skills to work ethically and win customer’s confidence

Key Responsibilities

Technical Skills:

- Having knowledge of different types of licensing of cloud contact center (CCaaS) components
- Good at articulating value propositions using word and power point formats using online or visio type tools for network diagrams
- Technical knowledge on at least two Cloud Contact Center technology platforms (CCaaS) viz. Nice CXOne, Genesys Cloud, Amazon Connect, Cisco WebEx, TalkDesk etc.
- Fundamental knowledge on contact center business KPIs like AHT, NPS, CSAT, FCR
- Fundamental knowledge of AI/ML, Agent Assist, Agentic frameworks
- Fundamental knowledge of public cloud – AWS (preferred), Microsoft Azure, Google Cloud
- Fundamental knowledge of sizing resources for managed services and developing transformation related project plans
- Must have worked on few large global transformation deals in excess of 400 agents for global enterprises based out of US, EMEA or AUS/NZ regions.

Soft Skills:

- Very good listening and communication skills – understanding customer’s stated and unstated requirements and proposing solutions or alternatives
- Comfortable working with customer and colleagues from multi-cultural environment and across different time-zones (it’s a global role)
- Basic business analysis skills using excel or any other BI tool
- Team player that collaborates and shares knowledge with others
- Comfortable as individual contributor in near future but aspire to lead and works towards it




- Continuous learner of technology and evolving trends in contact center and BPO industry
- Consultant/advocacy skills to work ethically and win customer’s confidence

Skill Requirements

Technical Skills:

- Having knowledge of different types of licensing of cloud contact center (CCaaS) components
- Good at articulating value propositions using word and power point formats using online or visio type tools for network diagrams
- Technical knowledge on at least two Cloud Contact Center technology platforms (CCaaS) viz. Nice CXOne, Genesys Cloud, Amazon Connect, Cisco WebEx, TalkDesk etc.
- Fundamental knowledge on contact center business KPIs like AHT, NPS, CSAT, FCR
- Fundamental knowledge of AI/ML, Agent Assist, Agentic frameworks
- Fundamental knowledge of public cloud – AWS (preferred), Microsoft Azure, Google Cloud
- Fundamental knowledge of sizing resources for managed services and developing transformation related project plans
- Must have worked on few large global transformation deals in excess of 400 agents for global enterprises based out of US, EMEA or AUS/NZ regions.

Soft Skills:

- Very good listening and communication skills – understanding customer’s stated and unstated requirements and proposing solutions or alternatives
- Comfortable working with customer and colleagues from multi-cultural environment and across different time-zones (it’s a global role)
- Basic business analysis skills using excel or any other BI tool
- Team player that collaborates and shares knowledge with others
- Comfortable as individual contributor in near future but aspire to lead and works towards it
- Continuous learner of technology and evolving trends in contact center and BPO industry
- Consultant/advocacy skills to work ethically and win customer’s confidence

Other Requirements

📌 Presales - Team Lead (Noida)
🏢 HCLTech
📍 Noida