Requirements Responsibilities • Analyze and understand client requirements and design customized solutions that meet their business needs. • Develop and design Customer Experience (CX) solutions that optimize efficiency, increase digital interventions, reduce costs, and improve quality. • Understand client transformation needs and design customized solutions. • Coordinate and collaborate with Sales/Business Development, Transformation, Bid Management, IT Infra, Pricing and Operations teams to develop best-in-class solutions to meet customer needs. • Create compelling pitches to promote value based selling specific to verticals. • Respond to RFP/RFIs/RFQs, build proactive proposals with customized transformation solutions. • Work on the opportunity commercials and create business value for the proposal. • Communicate solutions with customers, management, and other stakeholders through proposal defense, solution presentations, meetings and further discussions in person or remotely. • Travel to client location (need basis)/TCS locations across India/globally for client meetings, solution workshops and bid war rooms. • Create industry specific white papers, point of view and case studies on CX. Skills • Excellent written and oral communication and interpersonal skills (ability to articulate key messages) • Knowledge of leading contact centre technologies i.e. IVR, Chat/Chatbots, GenAI based solutions, CCaaS, Augmented Reality, CRMs, etc • Strong understanding of Contact Center processes and workflows. • Experience supporting and participating in C-level presentations. • Ability to work independently and as part of a team. • Strong problem-solving and analytical skills • Excellent with MS Office (must have good PowerPoint, Excel and Word skills) Key Asks • Experience in working with global clients in Customer Experience Operations and Pre Sales/ Solution • Continuously upgrade in the customer experience technology space • Ability to learn fast and deliver against stringent timelines. • Readiness to travel as and when required on short notice. • Required to work long hours on need-basis (especially during large deals submission with stringent timelines). • Should be able to work independently with minimum inputs and in ambiguous scenarios.