Solution Design Lead - BPO / Contact Center

Responsibilities:

Leads and develops technical sales efforts for key accounts

Provides ongoing support to clients after projects have been completed

Handles consultative functions to customers in technical operations in terms of designing and

implementing network infrastructure solutions and improvements.

Conduct due diligence and map processes and document as are client projects, processes, and procedures.

Liaises with the head of Tech and Sales Team in performing technical sales strategy, obtaining client requirements, creating project plans, and plotting time schedules

Write technical proposals for RFI/Proposal, RFP, and Tender processes.

Conduct technical discussions and presentations, as well as perform Proof of Concept activities.

Draft technical proposals to provide insights and suggestions for enhancing customer systems.

Design turn-key Enterprise Solutions and collaborate service delivery teams for comprehensive solutions.

Work with the Sales team to strategize on solution design.

Stay updated on the latest technology trends in the industry.

Undertake any other duties or projects as assigned.

Qualifications:

Must have experience in a BPO set-up

Must have experience designing end-to-end solutions for Customer Service and/or BPO programs

Experience in automation and digital transformation is a plus.

2 years of experience in the same field.

Customer Service, Back Office Outsourcing Process, and content Moderation work experience is a must.

Professional certifications such as CISSP, ITIL, PMP, MCSD, MCSE, VCP & CCIA would be an advantage.

Experience in the development, implementation, and maintenance of large-scale, multi-platform, multi-vendor systems

Proficient in program management, including project management, communications, service delivery, client relations, planning, scheduling, budgeting, financial management, resource management, quality assurance, and situational negotiations.

Strong presentation, communication, negotiation, and interpersonal skills with a customer-service orientation.

Technical expertise in architecture design, including SOA architecture, security risk and compliance, best practices, and knowledge of emerging trends.

Hands-on and self-directed executive with professional planning, preparation, and execution skills.

Effective team player with the ability to work independently on assignments.

Strong prioritization skills and the ability to manage tight deadlines.

Capability to build and manage trusted relationships across different levels of stakeholders.

Ready and willing to travel to client sites.