Al Futtaim Jobs - PreSales Consultant - Genesys | Al Futtaim Technologies | Dubai, U.A.E. (Dubai, AE)

Job Requisition ID: 46401 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

The Presales Consultant - Genesys operates within the context of identifying with business and IT stakeholders, opportunities for digital transformation of customer experience / customer engagement, contact center, customer journeys, and process optimizations to achieve professional services and software revenue for Al Futtaim Technologies CX offerings like Genesys, CRM and CX Analytics. This incumbent requires helping customers traverse though digital transformation of the customer experience platform increasing proliferation of Al Futtaim Technologies professional services and products / solutions both in terms of both - scale of adaption and maturity / sophistication of CX within existing accounts, and acquisition of new business from other customers for similar purpose.  It is therefore very important to have quality engagement with senor business management of customers, sound customer relationship management and customer advocacy to ultimately achieve Al Futtaim Technologies sales targets.

You will be joining an extremely motivated sales team, playing a key role as subject matter expert in state of the art CX spaces. 

• You will be responsible for a wide range of presales activities including - Product presentation and technical deep diving to prospects, customers and partners. Conducting and documenting successful PoCs and live demos (Gdemos) (Pureengage, Pureconnect and Purecloud).
• Attend Pre-Bid Meetings.
• Co-ordinate with the customer and the technical team to develop prototypes for proof-of-concept for the client and try ensuring the project for the organization.
• Organize exhibitions, seminars, workshops etc., addressing RFI / RFP / RFQ responses in an extensive, formally excellent and timely manner.
• Presales and RFP / RFI processing / response management / RFP / PQQ / ITT / RFI receipts and analysis.
• Preparation of solution proposals. Capture business / software requirements / specifications. Coordinate with different units for processing RFQ / RFI. Maintain and update company's service / solution portfolio.
• Analyze customer's current product development / solution needs and doing a gap analysis. Customization and localization of product documentation.
• Keeping a healthy and positive relationship with key customers and partners, meeting them regularly and keeping them up to date with the latest product releases and new features.
• Representing Genesys at trade shows and events, also as public speaker.
• Representing Genesys in the specific market with a high standing and leadership.
• Your role as Genesys CX Presales is to act as a link between the customer’s needs and potential solution value. Due to the technical complexity of the Genesys offering, this role is imperative to the success of sales opportunities. And It will involve designing professional high-level solution designs (HLSD) for customer deployments as well as providing all necessary sizing calculations for the deployment to be successful.
• You will develop and apply best practice principles in the areas of solution consulting / presales and be able to engage effectively with executive and middle level management.
• Taking the strategies to the customer facing units and working towards the goal as a team. Anchoring between the clients and project implementation team in fulfilling client needs as per proposal and agreements in time. Mentoring the team.
• Visit the prospective clients to understand their requirements, presentations and discussions.
• Achieving pre-sales project closures targets for AFT Customer Experience software and services as per business plan.
• Pursue relationships and opportunities in parallel to widen the bandwidth of sales activity, build trust with all customer contacts, and to promote and maintain the integrity of the AFT / principals / client relationship.   
• Seek to understand customer requirements through consultative discovery efforts.
• Using a service design methodology.
• Uncover gaps in the customer experience (CX).
• Work with the customer to co-create solutions to bridge the CX gaps.
• Bring a unique perspective in matching Genesys solutions to customer requirements.
• Capable to address the needs of both business and technical influencers.    
• Compiles status reports and ensures that account action items are completed and/or escalates to appropriate level of management when needed.
• Estimate level of involvement in terms of people, process, and technology.
• Respond to RFI / RFP to determine how the solution must be developed, and developing winning executive summaries.
• Develop, implement, and support custom engineering solutions for complex client engagements.
• Assist sales teams in developing local partnerships and overall ecosystem for solution offerings.
• Work with key stakeholders to support and drive solutions within the customer organization.
• Define, analyze and validate use cases and workflows with key customer stakeholders.
• Works with project managers and manager, software development to negotiate timelines, identify development risks and align internal expectations.
• Works with account manager / sales team to develop customer relationship and solutions and assist in overall sales process.

The Presales Consultant - Genesys will report to the Sales Manager - Digital Transformation, however, channels exists for direct communication with the General Manager - Digital Transformation & other members from the senior leadership team at weekly meetings or as and when required. 

To be a successful in this role, you should have a bachelor's degree or an equivalent qualification in computer science / quantitaive fields. Minimum of 5+ years relevant experience in solution design of Customer Engagement Center / Customer Experience platform. Previous experience designing Contact Centre solutions. Familiar with the Genesys CX enterprise product portfolio (Pureengage, Pureconnect and Purecloud) have a technical understanding of the Genesys CX platform. Deep understanding of CX principles, architectures and competitive products, architectures and design.

Must have business knowledge of CRM, customer engagement center / contact center technology / solutions, architecture and resources, including but not limited to following -

• Digital workflow / business process management support. 
• Customer service and support business applications. 
• CX analytics. 
• Multimodal capabilities, such as chat within mobile self-service. 
• Support for both self-service and assisted service across omni channels.
• Context mining of voice and text. 
• Social media engagement.
• Connection to the Internet of Things (IoT).
• Workforce Optimization for agents.
• Automation of engagement using artificial intelligence (AI)-like bots and virtual agent.
• Knowledge management.
• Case management.
• Messaging. 

The ideal candidate will have to exhibit exceptional communication skills with capability to generate trust with the customer with sheer domain and solution knowledge. Excellent written and verbal communication, interpersonal skill, negotiation, presentation and business acumen. Excellent techno-functional skills. Previous experience & ability to communicate with people of various technical backgrounds, think analytically, write and edit technical material, and relate Business processes with the Genesys offerings. Ability to work independently and effectively as part of a team. Goal oriented and excellent hunting / closing skills. Strong desire, commitment towards sales success. Professional, self-motivated individual who has the ability to function well in a distributed field sales organization.

The Presales Consultant - Genesys will have to demonstrate excellent leadership qualities, be customer focused and be able to handle multiple and often conflicting priorities. It is essential the incumbent should have excellent interpersonal skills and a collaborative management style. Excels at operating in a fast pace, community environment. Have the ability to look at situations from several points of view. Delegate responsibilities effectively. Excellent problem analytical skills and problem simulation. Should have a high comfort level working in a diverse environment. Open to direction and collaborative work style and commitment to get the job done. Manage cross-functional relationships effectively. Strong verbal and writing skills, with regards to contractual communication. People management skills & problem solving skills. Excellent managerial & administrative skills however at the same time hands on with day to day business operations. Detail oriented and good reporting skills. Establish clear lines of communication both internally & externally. Strong commercial expertise in driving business results. 

 

REF: RV

 

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