Hiring: Principal Consultant – Contact Center Solution Design

Location: Bangalore

Experience: 10+ Years

Level: JL6A / JL6B

CTC: Up to ₹40 LPA

Account: CS Solution Design

Role Overview

We are looking for an experienced Principal Consultant with strong expertise in Contact Center Solution Design, workforce sizing, effort estimation, commercial pricing, and pre-sales.

Candidates must have at least 5 years of experience in Sales/Pre-Sales for Customer Service or Contact Center solutions, including RFP/RFI/RFQ management and deal closures.

Key Responsibilities

• Analyze contact volumes using ACD reports, CRM platforms, and ITSM tools.
• Perform workforce sizing, shrinkage calculations, and effort estimation.
• Develop Target Operating Models (TOM) and operational banding structures.
• Prepare and manage RFPs, RFIs, RFQs, solution proposals, pricing, and commercial models.
• Lead pre-sales activities and support deal closures.
• Identify automation opportunities through chatbots, voice bots, and language translation.
• Collaborate with delivery teams and stakeholders to validate solutions.
• Present and defend proposed solutions during client presentations, orals, and due diligence.

Mandatory Skills

• 10+ years of overall experience, including at least 5 years in Contact Center / Customer Service Sales or Pre-Sales.
• Strong hands-on Contact Center solution design and workforce sizing experience.
• Proven experience handling RFPs, RFIs, RFQs, and deal closures.
• Experience in Customer Service, Product Support, Service Desk L1/L2, Billing, or Sales Operations.
• Strong knowledge of shrinkage, effort estimation, TOM, and commercial pricing.
• Advanced Excel, PowerPoint, communication, and stakeholder management skills.

Preferred: Exposure to IT, Infrastructure, or Transformation initiatives.

Important: Hands-on Contact Center solution design and people-sizing experience is mandatory. Profiles focused primarily on IT, Infrastructure, or Transformation without relevant Contact Center sizing experience will not be considered.

How to Apply

Interested candidates with relevant experience can share their updated CV.

Contact: 8297091110

Email: [HIDDEN TEXT]