Technology Solutions Analyst

Role Overview

• Support the Sales and Customer Service Team organization in crafting compelling technology solutions for clients
• Provide Technical and Consultative assistance to Sales
• Get an understanding of technical specifications on the client architecture
• Participate in design sessions with clients and pitch compelling technical solutions, including vendor products from time to time
• Assist in completion of Technology sections in RFI/RFP/RFQ as required
• Partner with finance in providing guidance to build commercials/pricing during PreSales
• Document and handover technical specifications for Post Sales implementation
• Review SOW's with legal
• Drive accountability in cross functional IT teams during solutioning
• Stay informed about the competitive landscape and market trends
• Regularly communicate with stakeholders to provide status updates, share industry insights, and deliver ongoing value-add engagements

Requirements

• Bachelor's Degree or Equivalent with 3+ years’ experience in business, marketing, technology or a related field
• An advanced degree is a plus
• Experience designing IT solutions with clients preferably in the BPO industry, preferably SaaS based
• Knowledge of one or more of cloud contact center and associated technologies such as Amazon Connect, Nice CXOne, Twilio, Talkdesk, Five9 or Zendesk
• Has built best practices in business process and created repeatable playbook
• Has led multidisciplinary cross functional teams or projects
• Can handle multiple campaigns/projects at the same time
• Can review and write technical documentation including client-facing collaterals
• Proven experience in a customer-facing role with a strong technology background
• Excellent presentation and communication skills, with the ability to articulate complex concepts in a clear and concise manner
• Demonstrated experience in conducting product demos and delivering persuasive presentations to diverse audiences
• Ability to build and maintain strong relationships with customers, understanding their unique needs and objectives
• Strong analytical and problem-solving skills, with the ability to identify trends, interpret data, and make data-driven recommendations
• Proactive mindset with a focus on driving customer success and achieving measurable outcomes
• Familiarity with digital solutions, software-as-a-service (SaaS) products, or technology-driven industries is highly desirable
• Experience in handling customer escalations and resolving conflicts in a professional and timely manner
• Ability to thrive in a fast-paced, dynamic environment with multiple priorities and deadlines
• Proven track record of breaking down complex processes and identifying key pain points in order to deliver business improvements at the regional or global level

Tech Stack

• Cloud

Benefits

• competitive industry salaries
• comprehensive benefits packages
• Total Rewards department
• Wellness department
• HR department
• Diversity initiatives
• inclusive environment
• positive impact on the community
• internal mobility support
• professional growth opportunities