Position:

Pre Sales CCaaS Consultant

Location: Remote

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The Pre Sales CCaaS Consultant provides technical presales support to the Sales team in their pursuit and development of sales opportunities.

This role will be required to work alongside the Sales team and Technical Architecture teams, building a strong technical and commercial understanding of the FourNet portfolio and serving as a primary source of solution demonstrations, design, consultancy and pricing.

The role will be key in supporting FourNet’s customers move to cloud-centric services, further enabling Customer Experience transformation in order to drive business value.

Scope of responsibilities

  1. Act as focal point for new customer-centric opportunities (New Business and Existing Customers).
  2. Support Sales initiatives by attending meetings with the customer up to "C" level (Onsite/Remote), assisting with assessing and qualifying opportunities, supporting the preparation of customer demos, and delivering solution-focused presentations.
  3. Ensure that all technical input required for tender and bid responses is provided in a timely manner, coordinating both the technical elements of bid/tender response and the engagement of any subject matter experts/3rd parties to ensure a holistic solution that ensures there are no gaps or overlaps. Including production of Bill of Materials and pricing.
  4. Own the nominated Vendor Demo environments, build and adopt new features and capabilities inside demo environments to support customer focussed narratives and use cases.
  5. The preparation of multi-technology Design Intent documents by either integrating each technology's Design Intent document into a single Design Intent document for the overall solution or coordinating production of a single Design Intent document between the relevant engaged resources.
  6. Maintain good FourNet-Vendor relationships as necessary to ensure technical skills are up to date and the ability to leverage peer-to-peer relationships within the vendor for pre-sales assistance as necessary.
  7. Maintenance of assigned Solution Design Requests as per the FourNet policy, along with the production of related Design Intent documentation.
  8. Proactively drive own personal learning in your primary and secondary vendor technology areas. Keeping abreast of developments in industry technology and standards
  9. Participate in strategic account planning for the client with Sales teams, participate in regular customer workshops designed to showcase FourNet capability and create demand.
  10. Delivery of industry leading demonstrations showcasing FourNet as the leading Digital Transformational specialist of secure cloud, communication, collaboration & CX solutions to critical industries.

Technical Profile

  • Significant (~5 years) proven experience consulting, designing and selling innovative Customer Experience solutions to the B2B enterprise contact centre market and Public Sector market
  • Well-rounded and up to date knowledge of leading Call Centre, Customer Experience and Workforce Optimisation technologies.
  • Understanding of the operational challenges customers face within this arena when engaging on a Customer Experience, digital transformation and/or automation transformation project.
  • An appreciation of the value and impact the Customer Journey / Customer Experience has from a commercial perspective.
  • Detailed knowledge of products sold in the technical area, with ability to design solutions at a conceptual level, detailed level and define their pricing.
  • Understanding of the technical marketplace in which they operate
  • Ability to transfer abstract, vague or complex business and project requirements into achievable technical solutions.
  • Experience of Digital transformation projects and Customer Experience journey mapping
  • Design and positioning of service-led Cloud solutions.
  • Understanding and experience of designing CCaaS solutions.
  • Exposure and understanding of best of breed Workforce Management technologies.
  • Exposure and understanding of Virtual Agent & AI technologies.
  • Understanding of core CTI concepts.
  • Exposure to Omni-channel technologies

Personal Attributes/Skills

  • Excellent verbal and written communications skills
  • Good presentation and facilitation skills, especially in presenting and communicating technical solutions to all levels of an organisation, from technologists to executives
  • Proven track record in planning and implementing change
  • Developed interpersonal skills with the ability to develop strong client relationships, ability to lead and engage project teams, peers and coach colleagues
  • Entrepreneurial and commercially astute.
  • Agile, self-starter driven to deliver in a fast-paced environment
  • Effective people manager and relationship builder
  • High levels of accuracy and attention to detail
  • Can quickly build strong relationships and influence a diverse range of people at all levels
  • Strategically agile with the ability to both see the bigger picture and focus on the detail

Traits and Behaviour

  • Focus on customers – committed to providing the best service to our customers in all that they do
  • Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
  • Can Do Attitude – Takes personal responsibility for getting things done
  • Growth – Proactively seeks ways to improve and grow the business

If you’ve got what it takes to be part of our award-winning team apply today

 

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