We are looking to hire a Principal Consultant - Solution Design for Customer Service / Contact Center domain at Electronic City, Bengaluru, please find the below for your reference, and apply if interested.
Purpose of the Role:
To work as part of the Customer Service Solution Design team to enhance the overall capabilities of the CS Practice and ensure year – on – year increase in revenue and profitability while keeping transformation and sustainability as the focus. Client relationship & confidence building through ownership and engagement will be key to adding recent clients to the Customer Service portfolio and contributing to the growth of Infosys BPM as a whole. Involvement in complete life-cycle – from RFI to RFP to BAFO to transition execution.
Educational Qualification: Graduate with an MBA (preferred)
Minimum Experience required: 12 years with at least 8 years of experience in Sales or Pre-Sales for Customer Service / Contact Center, working on RFPs, RFIs, RFQs with a high percentage of deal closures.
:
- Contact Center Solutioning experience of people related services, like Service Desk, Customer Service calls/Chat/Emails, Billing inquiries, Sales, etc.
- Leading the deals independently, making the pricing input files, making the PPT proposals, Writing the Solution responses
- Leading a team of Solution Design architects
- Knowledge of Customer Service Transformation Tools like Chatbot, Voice Bot,
Language Translation
- Bulk of Solution Design experience should be in Front office deals for Customer service with End customer interactions through voice, Chat, Email
Skill expectations:
- Understanding of shrinkages and effort estimation
- Understanding of Targeted Operating Model and its applications
- Understanding of Commercial pricing models
- Deep understanding of Customer Service, Product Support and Service Desk (L1, L2 etc)
- PPT designing and presentation skills
- Advanced Excel
- Excellent Communication and stake holder management
Role Expectations for Independent Contributor:
- Create intelligent Questionnaire from the available details
- Volume analysis from ITSM Platform, ACD Reports, CRM Platform etc.
- Identification of Used Cases for Transformation opportunities
- Effort Estimation modeling
- Creating Banding structure as per TOM and scope of activities
- Align Operations and Transformation productivity in the banding based on respective approvals
- Update Solution assumptions
- Review banding with respective delivery spocs and take signoffs
- Provide TIG inputs based on solution
- Write up solution response in PPT / Word / Excel
- Defend solution with all key stakeholders (BPM / IL / Client)
- Present Solutions in client Orals
- Conduct Due Diligence with clients on expected outsourcing initiatives