Bayt.com
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Job Description

What you will do : 

Solutioning & Pre-sales

  • Technical and architectural leadership in proposing, creating, and improving solution design
  • Provide product knowledge to support and sales team
  • Prepare technical proposal as per customer RFP, RFI
  • Understand Solution pricing and BID, Tender needs and catering the proposal to meet requirements
  • Lead Reports Requirements Gathering, Customizations, Development and Implementation workshop with customer.
  • Continuously upgrade the skills by self-learning and on job training.
  • Assisting in the collection and documentation of user's requirements, development of user stories, and estimates.
  • Document scope of work document, use-case, call flow, UML diagrams etc.
  • Work with different technologies and platforms as per the project requirement
  • Work with project management team to provide inputs for Project Management Plan

 

Customer Demos : 

  • Effective communication, conducting customer meetings, agent / supervisor trainings, pre-sales demos etc.
  • In depth knowledge and hands-on in preparing customer specific demos.
  • Deep dive into technical details, understand customer business and technical requirements and propose solution that is well aligned
  • Walk our clients through Genesys solutions via demos, workshops, and presentations to outline how our applications deliver customer experience transformation and outline benefits for specific users such as agents, supervisors, and administrators.
  • Create or provide documentation, such as Discovery, Architecture & Solution Design Proposals, to ensure a smooth transition to professional services.
  • Present ideas ‘recommendations on how the customer should embark on improving customer Journeys.
  • Customer Vision Sessions: Sessions to work through existing Customer Journeys and to define where Genesys solutions can be implemented or enhanced in order to deliver an improved customer experience. These will be workshops with a number of individuals with the outputs comprising a sub-set of the above or leading to a more detailed Walkthrough.


Skills

Required skills to be successful:

 

  • Technical domain knowledge & expertise in enterprise call Contact Centre technologies, Conversational Artificial Intelligence Bot, survey, quality management, recording, workforce management, IVR, PCI-compliance.
  • Familiarity with cloud platforms (Amazon Web Services, Microsoft Azure) and cloud application architecture (Microservices, Kubernetes & Docker).
  • Proven experience in defining the return on investment in any given proposal.
  • Being able to propose a solution that is mapped to the business requirements, including scoping of functional and non-functional specifications, High-Level Design, Sizing, etc.
  • Architecting and building solutions, which integrate smoothly in cloud and hybrid operating models for supporting Genesys
  • Being able to prescribe to the customer about in which order will be best to implement a solution to minimize impact and maximize benefit.
  • Be a Grade A+ in presenting skills, with the presence and gravitas to be able to command workshops to successful conclusions.

 

What equips you for the role : 

 

  • Engineering degree in IT or Computer Science
  • Genesys Certification / Trainings (Cloud or Engage)
  • 5+ years of Genesys experience and expert knowledge in Contact Centre technologies.
  • Excellent communication skills in English, Arabic will be an added advantage


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Al Futtaim Group logo
Al Futtaim Group
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Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates. Structured into six divisions; automotive, retail, electronics, engineering and technology, real estate, financial services and general services, Al-Futtaim operates through more than 60 companies and maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. Employing in excess of 20,000 people across the UAE, Bahrain, Kuwait, Qatar, Oman, Egypt, Syria, Pakistan, Singapore and Europe, this approach benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work. The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.

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