Senior Manager - Contact Center Transformation (Remote)

About the Role

We are looking for a Senior Manager in Contact Center Transformation to join our team remotely. In this role, you will leverage advanced data analytics and intelligent automation to drive significant business outcomes for our clients. You will work closely with sales teams to lead presales activities, design AI-led solutions, and manage client stakeholder relationships.

What You'll Do

• Lead end-to-end presales activities including discovery, solution design, and proposal development for AI-led contact center transformations.
• Design solutions that incorporate chatbots, voicebots, and real-time agent assist technologies.
• Translate business requirements into robust solution architectures that align with customer objectives.
• Manage customer workshops and executive-level solution presentations to ensure clarity in scope and expectations.
• Collaborate with delivery teams to ensure smooth handover from presales to execution, identifying risks and dependencies early in the process.

Requirements

• 10-15 years of experience in presales, solution consulting, or contact center transformation.
• Strong understanding of contact center operations, including IVR, call flows, and workforce management.
• Hands-on expertise with platforms like Kore.ai, Uniphore, Amazon Connect, and Google CCAI.
• Excellent communication, storytelling, and presentation skills.
• Experience managing client stakeholders and engaging with senior business and IT leaders.

Nice to Have

• Experience supporting enterprise RFPs and complex deals.
• Certifications in relevant technologies or methodologies.
• Familiarity with Agile methodologies.

What We Offer

• Competitive salary and benefits package.
• Flexible work arrangements and remote work options.
• Opportunities for professional growth and development.
• A vibrant community of solvers and a culture of innovation.
• Support for your wellbeing and work-life balance.