IN-Senior Manager_Agentic contact center GTM_GCC_Advisory_Bangalore

Role Summary 

We are seeking an experienced Manager with strong expertise in Contact Center Transformation to drive presales engagements, solution design, and customer conversations. The role requires a blend of technical depth, contact center operations knowledge, client stakeholder management, and project delivery awareness to ensure solutions are not only sold effectively but are also implementable and scalable. 

Responsibilities 

• Partner with sales teams to lead end-to-end presales activities including discovery, solution design, demos, proposals, and commercial inputs. 

• Design AI-led contact center transformation solutions covering chatbots, voicebots, real-time agent assist, speech analytics, and reporting. 

• Translate business requirements into robust solution architectures aligned to customer objectives and delivery realities. 

• Build compelling value propositions, business cases, and ROI models. 

Client Stakeholder Management 

• Lead customer workshops, requirement discovery sessions, and executive-level solution presentations. 

• Manage expectations by clearly articulating scope, assumptions, dependencies, and success metrics. 

• Support ongoing client conversations through the sales cycle and transition into delivery. 

Project Delivery & Implementation Alignment 

• Bring strong delivery perspective to presales by defining realistic implementation approaches, timelines, and rollout strategies. 

• Collaborate with delivery and program management teams to ensure smooth handover from presales to execution. 

• Identify risks, dependencies, and change management considerations early in the solution design. 

• Provide advisory support during initial phases of implementation, as needed. 

Operational & Domain Expertise 

• Apply deep understanding of contact center operations including IVR, call flows, QA, workforce management, reporting, and compliance. 

• Map AI and automation solutions to operational KPIs such as AHT, CSAT, FCR, containment, and agent productivity. 

• Design solutions that balance innovation with operational feasibility. 

Collaboration & Enablement 

• Work closely with product, engineering, and delivery teams to shape solutions and provide market feedback. 

• Support RFP/RFI responses, solution documentation, effort estimation, and pricing inputs. 

• Enable sales teams through demos, solution playbooks, and competitive positioning. 

• 8–10 years of experience in Presales, Solution Consulting, or Contact Center Transformation. 

• Proven experience managing client stakeholders and engaging with senior business and IT leaders. 

• Strong understanding of project delivery models, implementation of lifecycles, and governance. 

• Hands-on expertise in: 

• Chatbots & Voicebots 

• Real-Time Agent Assist 

• Speech & Interaction Analytics 

• Smart Knowledge management solutions 

• Contact Center Operations & KPIs 

• Experience with leading platforms like Kore.ai, Uniphore, Amazon Connect, Google CCAI, NICE and others 

• Excellent communication, storytelling, and presentation skills. 

• Experience supporting enterprise RFPs and complex deals.