The purpose of this role is to identify and provide technical solutions in support of the sales team for Contact Centre business. The role also collaborates with other Domain Architects (including Enterprise Architects and Consulting Architects) to develop solutions composed of multiple technologies to address clients and prospects business needs in a converged ICT services market.
The position plays a key role in the sales engagement process, driving both customer experience and financial outcomes through providing specialist technical and pre-sales solutions. The role also provides a key link between the sales and professional services delivery teams.
The position requires awareness to work in line with the agreed sales business drivers through:
Demonstration of market / industry experience and knowledge assistance in sales (measurable by participation in successful sales).
Progression and maintenance of vendor relationships (measurable by sales leads and vendor participation/cooperation in sales activities).
Provide technical leadership and mentoring to other Solution Architects and Engineers in the team.
QUALIFICATIONS / EXPERIENCE / KNOWLEDGE REQUIRED
Must be a graduate of an IT or Engineering related degree or diploma
Information & Communications Technology (ICT) technical & design background with a minimum of 10 years CC solution design and projects delivery experience
Experience in and knowledge of Contact Centre technologies, applications, operations and management
Strong commercial acumen with excellent analytical and problem solving skills.
Excellent communication skills, both written and verbal with good Presentation skills
Customer and vendor management skills.
Business and technical skills - a trusted advisor.
Consulting & analytical skills.
Microsoft Office applications including Visio, Project.
Experienced in voice & CC projects design and implementation.
Knowledge of major contact centre solutions including:
Cisco UCCE, PCCE, UCCX and CVP,
Cisco HCS platform,
Avaya solution suites including Aura AACC, Elite/ EMC/ AIC and IPO/ IPOCC.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases