GM - Practice Consultant CCaaS

GM - Practice Consultant CCaaS

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

 

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

 

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

 

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

 

VIL is an equal opportunity employer committed to diversifying its workforce.

Role profile

Role title: Practice Consultant - CCaaS

Function: Product Management

Band: M3

Department: VIBS Products & Services

Reports to: Principle Practice Architect – Business Comms

Location Cluster Office: Mumbai, Delhi , Bangalore

Role purpose: Practise Consultant  of the Cloud contact center

 

• Technical Expertise: In-depth knowledge of Genesys Cloud, Genesys Engage, and contact center technologies.
• Sales Strategy: Proven track record in developing sales strategies and client engagement plans.
• Presentation Skills: Excellent ability to convey complex information clearly and persuasively.
• Analytical Ability: Strong analytical skills to evaluate customer needs and industry trends.
• Collaboration: Effective team player with experience working across sales, marketing, and technical teams.

• Lead presales activities for Genesys Cloud Contact Center solutions, engaging with clients to assess needs, develop customized proposals & Finalization on Scope of Work
• Deliver impactful product demonstrations, showcasing Genesys features such as cloud services, workforce optimization, omnichannel capabilities and Next Gen Technologies like Gen Ai and Machine Learning models like LLM, SLM.

• Ability to present and influence KDM ,CXO for contact centre solution

• Collaborate with sales and Solution teams to craft strategic account plans, contributing to an increase in sales revenue.
• Support RFP/RFI responses, ensuring alignment with client requirements and contact center best practices.
• Conduct workshops and training sessions to educate clients on Vi Contact Center Solutions and industry trends.
• Supported sales teams by delivering technical demonstrations and addressing client inquiries regarding Genesys products.
• Conducted needs assessments and competitive analyses to position Genesys solutions effectively.
• Collaborated with product teams to provide feedback from clients for product enhancements.

Core competencies, knowledge and experience

• Results-oriented Presales Expert with minimum 7 to 8 of experience in Genesys Contact Center solutions with 12 to 15 years overall Contact Center Industry experience.
• Understanding of other competitor Contact center solutions like Cisco, Avaya ,Alvaria (Aspect), Ameyo etc
• Proven ability to translate complex technical features into compelling business value, driving customer engagement and sales growth.
• Skilled in delivering strategic presentations and tailored solutions that enhance operational efficiency and customer satisfaction.

High problem-solving skills, out of box thinking and managing complex internal and external stakeholder relationships

• Strong systems and process orientation

 

Work Experience: 12 to 15+ Years

Professional qualifications (preferable):

 Engineering Graduate / MBA

Blackblot/ Pragmatic Marketing/ similar certified

Budget owned:

Responsible for VIBS revenues

 Key performance indicators [max 3]:

 

• Conducting Workshops with Customers, Sales and Solution team
• Wins in Large deals
• Healthy funnel built up for CCaaS in line to achieve DB.

Direct reports:

Principle Practice Architect 

Dotted reports: None

 

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

Experience Level

Senior Level