Deputy General Manager

HCL Technologies Limited; Chennai District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

HCL Technologies Limited in Chennai seeks a senior solution architect with deep CX and contact centre expertise to shape deals for our pursuit team, focusing on hands-on CCaaS platform work and customer journey design.

The role involves delivering demos, guiding pre-sales, and coordinating across Sales, Delivery and Product to produce compelling proposals and roadmaps for global clients.

Qualifications

• 15-20 years of CX/contact centre solutioning experience in pre-sales or delivery roles.
• Exposure to pre-sales, RFP/RFI responses or deal pursuits.
• Deep understanding of contact centre operations and CX offerings.
• CCaaS platforms: depth in at least one (Genesys Cloud / NICE CXone / Five9 / Amazon Connect).
• Bachelor's degree in Engineering, Sciences, Mathematics, CS or Business Management.

Responsibilities

• Own the bid lifecycle: solution ownership, bid management, collateral preparation.
• Create, write, review and proofread proposals and client presentations.
• Contribute to resource sizing, business case creation and customer case studies.
• Support Sales and GTM with lead qualification, presentations, proposals and competitive intelligence.
• Design and present customer journey maps and solution blueprints for client discovery and pitches.

Skills

CX domain depth

CCaaS platform demos

Customer journey design

Executive stakeholder communication

Bid lifecycle ownership

Education

Bachelor's degree in Engineering/Sciences/Mathematics/CS/Business

Tools

Genesys Cloud

NICE CXone

Five9

Amazon Connect

Job description

We are hiring a senior solution architect with deep Customer Experience (CX) and contact centre domain expertise to solution and shape deals for our pursuit team. The priority is genuine domain depth - hands-on CCaaS platform expertise, customer journey design, and the ability to hold a room in front of client decision makers. Experience in Delivery, consulting or platform/partner backgrounds would also be an asset.

Must Have

• Ability to explain, consult and provide solutions addressing key challenges and day-to-day delivery requirements across the CX value chain - pre-sales, customer onboarding, order management, sales support, technical support and more.
• Demonstrated experience designing customer journeys across voice and digital channels - current-state mapping, friction identification, and target-state design - using collaborative design tools such as Miro, Figma, Replit or equivalent. Journey work must be tied to measurable business outcomes (containment, AHT, first-contact resolution, CSAT, cost-to-serve).
• Hands-on depth in running demos using at least one enterprise CCaaS platform - Amazon Connect, Genesys Cloud, NICE CXone, Five9. Must have personally run solution demos and discovery sessions directly with customers. Should be comfortable being challenged on architecture, integration and commercial trade-offs.
• Fluency in core CX and support delivery metrics (resolution, CSAT/NPS, revenue, retention, cost-to-serve) and the ability to explain how design decisions move them.
• Strong customer-facing communication - able to consult, challenge and convince senior decision makers on business benefits, solution approach and pricing model.

Key Success Factors

• Proven track record of building proofs of concept and custom demonstrations showcasing use-case-specific solutions.
• Strong understanding of the business value delivered by CX transformation platforms, agentic implementations in CX, Gen AI based CX tools, intelligent automation and conversational assistants - and the judgement to tell a sound solution from a plausible-sounding one.

Day in the Life Of

• Own the solution across the bid lifecycle (solution ownership, bid management, collateral preparation), coordinating across Sales, Delivery, Finance and Product.
• Create, write, review and proofread proposals, responses and client presentations for quality, cohesiveness of win themes and accuracy of content. Excellent skills in MS Office (Powerpoint/Word/Excel)
• Contribute to resource sizing, commercial engineering, business case creation and curation of customer case studies.
• Support Sales and GTM with lead qualification, presentations, proposals, sales strategy and competitive intelligence.
• Design and present customer journey maps and solution blueprints as part of client-facing discovery and pitch sessions.
• Prepare pitches, POCs and roadmaps for customers across the globe.
• Create marketing assets supporting the GTM plan - website content, brochures, white papers, competitive value propositions.
• Maintain current technical and business knowledge of industry direction, platform roadmaps and new service offerings.

Qualifications and Experience

• 15-20 years of experience in CX / contact centre solutioning, CX consulting, pre-sales or delivery within a BPO, Techno-functional roles in CX Partner organizations
• Meaningful exposure to pre-sales, RFP/RFI response or deal pursuits. Candidates who have run large delivery operations (5+ years) and moved toward solutioning or sales support are welcome.
• Extensive and deep understanding of contact centre operations, technical support services and customer experience management offerings.
• Platform familiarity across the CX stack:
• CCaaS: Genesys Cloud, NICE CXone, Five9, Amazon Connect (depth required in at least one)
• Bachelor's degree in Engineering, Sciences, Mathematics, Computer Science or Business Management.