Contact Center Solutions Manager

Key Responsibilities:
• RFP Analysis: Analyze RFPs to identify requirements, evaluation criteria, and potential challenges.
• Solution Design: Develop tailored contact center solutions that address the specific needs and objectives of each RFP.
• Proposal Development: Lead the creation of high-quality proposal documents, including executive summaries, solution overviews, service descriptions, and pricing structures.
• RFP Response Management: Oversee the entire RFP response process, from initial submission, solution read-out, bid defense to contract negotiations.
• Win Strategy Development: Develop strategies to position the organization as the preferred vendor and increase the likelihood of winning RFPs.
• Project Management: Oversee projects from inception to completion, ensuring successful delivery within budget and timeline.
• Technology Expertise: Stay up to date with emerging technologies and their potential applications within varied contact center domains.
• Liaison with cross-functional teams (e.g., sales, delivery, subject matter experts) to ensure accurate and compelling proposal content.
• Build and maintain strong relationships with clients, acting as a trusted advisor and partner.
• RFP Metrics: Track RFP response metrics and analyze performance to identify areas for improvement.

Qualifications:
• Bachelor's degree in business administration, or a related field.
• Advanced degree (MBA or MS) preferred.
• Minimum 10 years of experience in the Contact Center industry, with 5 years in solutions role.
• Proven track record of delivering successful contact center solutions and projects.
• Strong understanding of contact center technology, services, operations, and best practices.
• Excellent writing, communication and presentation skills.
• Strong analytical and problem-solving skills.
• Ability to work effectively in a fast-paced and dynamic environment.

Desired Skills:
• Experience in developing RFP responses for large, complex projects.
• Experience with contact center technologies and platforms (e.g., ACD, IVR, CRM).
• Knowledge of customer experience metrics across channels in a contact center environment
• Experience with Agile methodologies and project management tools.

Additional Considerations:
• Industry Certifications: Certifications in relevant areas, such as Six Sigma or ITIL, can be beneficial.
• Customer-Centric Mindset: A deep understanding of customer needs and a passion for delivering exceptional experiences.
• Technical Aptitude: A strong technical background to effectively collaborate with development teams and understand technology solutions.