Contact Center Solutions Manager

Work Setup: Onsite 

Shift: Shifting Schedule

Responsibilities:

• RFP Analysis: Analyze RFPs to identify requirements, evaluation criteria, and potential
  challenges.
• Solution Design: Develop tailored contact center solutions that address the specific needs
  and objectives of each RFP.
• Proposal Development: Lead the creation of high-quality proposal documents, including
  executive summaries, solution overviews, service descriptions, and pricing structures.
  RFP Response Management: Oversee the entire RFP response process, from initial
  submission, solution read-out, bid defense to contract negotiations.
• Win Strategy Development: Develop strategies to position the organization as the preferred
  vendor and increase the likelihood of winning RFPs.
• Project Management: Oversee projects from inception to completion, ensuring successful
  delivery within budget and timeline.
• Technology Expertise: Stay up to date with emerging technologies and their potential applications within varied contact center domains.

Qualifications:

• Bachelor's degree in business administration, or a related field.
• Advanced degree (MBA or MS) preferred.
• Minimum 10 years of experience in the Contact Center industry, with 5 years in solutions role.
• Proven track record of delivering successful contact center solutions and projects.
• Strong understanding of contact center technology, services, operations, and best practices.
• Excellent writing, communication and presentation skills.
  

Desired Skills:

• Experience in developing RFP responses for large, complex projects.
• Experience with contact center technologies and platforms (e.g., ACD, IVR, CRM).
• Knowledge of customer experience metrics across channels in a contact center environment
• Experience with Agile methodologies and project management tools.

Place of work