Customer Solutions Design Specialist – Customer Contact

BT Group; Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading telecommunications company in Gurugram is seeking an experienced Customer Solutions Design Specialist to lead complex designs for Cloud Contact Center solutions. The role requires proficiency in CCaaS solutions, particularly Genesys, and strong customer-facing abilities. With over 12 years of experience, the ideal candidate will guide technical decisions, collaborate with global teams, and influence platform evolution. This is a full-time position offering a chance to shape impactful customer experiences.

Qualifications

• 12+ years of experience in CCaaS solution design, specifically with Genesys Cloud.
• Fluent in English for business communication.

Responsibilities

• Lead technical design outputs and drive end-to-end design of solutions.
• Prepare and present solution concepts to customers at senior management levels.
• Provide technical direction and influence to senior stakeholders.

Skills

CCaaS solution design

Genesys Cloud Contact

Customer-facing skills

Communication skills

Negotiation skills

Presentation skills

Ability to influence stakeholders

Education

Master’s degree in communications or IT services

Job description

Customer Solutions Design Specialist – Customer Contact

We are looking for an experienced Cloud Solutions Design Specialist – Customer Contact with deep expertise in Cloud Contact Center solutions to join our team. This role offers the opportunity to lead complex solution designs, collaborate with global teams, and influence strategic technical decisions that shape customer experiences.

Key Responsibilities:

• Lead technical design outputs from L1–L4 designers and/or third-party resources.
• Drive end-to-end design of customer-specific solutions, including effort/cost estimations and quality assurance.
• Prepare and present solution concepts to customers and partners at senior management levels.
• Develop documentation for multiple integrated solutions and contribute to solution scenario enhancements.
• Provide technical direction and influence to senior stakeholders, guiding platform evolution and vendor selection.

Requirements:

• 12+ years of experience in CCaaS solution design, with strong expertise in Genesys Cloud Contact transformations (or alternatives like Cisco CC, Amazon Connect, Nice InContact, Five9, etc.).
• Strong customer-facing skills with excellent communication, negotiation, and presentation abilities.
• Master’s degree with a solid background in communications or IT services.
• Experience working with global teams and stakeholders.
• Fluent in English for business communication.
• Ability to influence senior stakeholders and provide thought leadership on future platform direction.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Design

Industries

• Telecommunications