Technical Support Manager

Captalent Hr; Indore District, Gurugram District, Mumbai; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Captalent Hr is seeking a Technology Solution Lead to join our hybrid work team across major cities in India. The role is an IC position supporting Sales and Customer Service in crafting technology solutions for BPO/Contact Center clients.

The ideal candidate has 5–10 years of experience, strong IT solution design skills, and hands-on knowledge of cloud contact center platforms such as Amazon Connect, Nice CXOne, Twilio, Talkdesk, Five9 or Zendesk.

Qualifications

• Bachelor's degree or equivalent with 5+ years in business, marketing, technology or related field.
• Experience designing IT solutions for clients in BPO, SaaS-based preferred.
• Knowledge of cloud contact center technologies (Amazon Connect, Nice CXOne, Twilio, Talkdesk, Five9 or Zendesk).
• Ability to lead cross-functional projects and manage multiple campaigns.

Responsibilities

• Support Sales and Customer Service in crafting technology solutions for clients.
• Understand technical pieces (software/hardware) for BPO/Contact Center needs.
• Review and write client-facing technical documentation and collaterals.
• Demonstrate strong communication and presentations to diverse audiences.

Skills

Presentation skills

Communication

Analytical thinking

Problem solving

Customer-facing experience

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Amazon Connect

Nice CXOne

Twilio

Talkdesk

Five9

Zendesk

Job description

Role & responsibilities

The Technology Solution Lead is an Individual Contributor role who will support the Sales and Customer Service Team organization in crafting compelling technology solutions for our clients. She/he will have a good understanding of all the technical pieces (software and hardware) that fit in the BPO/Contact Center industry

Job Description

Work mode : Hybrid

Experience : 5 to 10 years

Work location : Chennai, Gurgaon, Indore, Mumbai & Mohali

Preferred candidate profile

Qualifications:

• Bachelor's Degree or Equivalent with 5+ years experience in business, marketing, technology or a related field. An advanced degree is a plus.
• Experience designing IT solutions with clients preferably in the BPO industry, preferably SaaS based
• Knowledge of one or more of cloud contact center and associated technologies such as Amazon Connect, Nice CXOne, Twilio, Talkdesk, Five9 or Zendesk
• Has built best practices in business process and created repeatable playbook
• Has led multidisciplinary cross functional teams or projects
• Can handle multiple campaigns/projects at the same time
• Can review and write technical documentation including client-facing collaterals.
• Proven experience in a customer-facing role with a strong technology background.
• Excellent presentation and communication skills, with the ability to articulate complex concepts in a clear and concise manner.
• Demonstrated experience in conducting product demos and delivering persuasive presentations to diverse audiences.
• Ability to build and maintain strong relationships with customers, understanding their unique needs and objectives.
• Strong analytical and problem-solving skills, with the ability to identify trends, interpret data, and make data-driven recommendations.
• Proactive mindset with a focus on driving customer success and achieving measurable outcomes.
• Familiarity with digital solutions, software-as-a-service (SaaS) products, or technology-driven industries is highly desirable.
• Experience in handling customer escalations and resolving conflicts in a professional and timely manner.
• Ability to thrive in a fast-paced, dynamic environment with multiple priorities and deadlines.
• Proven track record of breaking down complex processes and identifying key pain points in order to deliver business improvements at the regional or global level.

We value candidates who have knowledge in technical aspects, Contact Center Technology and IT, as it can greatly contribute to their ability to understand and effectively communicate the value of our services, technology and IT solutions to customers.

If you are a results-oriented individual with a passion for Technology and a strong IT background, we would love to hear from you. Join our team and be part of driving digital transformation and ensuring our customers' success.