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CEM Solution Architect - Mumbai, India - Tata Consultancy Services
Description
TCS is hiring for "CEM Solution Architect". Details below-
Role-CEM Solution Architect
Exp-14-18 Years
Location- PAN India
Experience Years with at least 7 years+ in contact center (Customer Experience) solutions
Role-
• Analyze and understand client requirements and design customized solutions that meet their business needs.
• Develop and design Customer Experience (CX) solutions that optimize efficiency, increase digital interventions, reduce costs, and improve quality.
• Understand client transformation needs and design customized solutions.
• Coordinate and collaborate with Sales/Business Development, Transformation, Bid Management, IT Infra, Pricing and Operations teams to develop best-in-class solutions to meet customer needs.
• Create compelling pitches to promote value based selling specific to verticals.
• Respond to RFP/RFIs/RFQs, build proactive proposals with customized transformation solutions.
• Work on the opportunity commercials and create business value for the proposal.
• Communicate solutions with customers, management, and other stakeholders through proposal defense, solution presentations, meetings and further discussions in person or remotely.
• Travel to client location (need basis)/TCS locations across India/globally for client meetings, solution workshops and bid war rooms.
• Create industry specific white papers, point of view and case studies on CX.
Skills-
• Excellent written and oral communication and interpersonal skills (ability to articulate key messages)
• Knowledge of leading contact centre technologies i.e. IVR, Chat/Chatbots, GenAI based solutions, CCaaS, Augmented Reality, CRMs, etc
• Strong understanding of Contact Center processes and workflows.
• Experience supporting and participating in C-level presentations.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills
• Excellent with MS Office (must have good PowerPoint, Excel and Word skills)
Key Ask-
• Experience in working with global clients in Customer Experience Operations and Pre Sales/ Solution
• Continuously upgrade in the customer experience technology space
• Ability to learn fast and deliver against stringent timelines.
• Readiness to travel as and when required on short notice.
• Required to work long hours on need-basis (especially during large deals submission with stringent timelines).
• Should be able to work independently with minimum inputs and in ambiguous scenarios
Interested Candidates can apply
Regards
Tanya Kansal
TCS-TAG