The Pre Sales Engineer at Al Futtaim Group will work with the Sales Team on developing identified business opportunities & to strategize solution CX offering for different customer segments. The Solutions Consultant works in a consultative role to understand customer needs (functional & technical) and maps them to Genesys software, services, and consulting offerings, will work with all levels of customer organizations tailoring the messaging to meet the needs of various business and technical stakeholders including C-level decision-makers.

Duties of Pre Sales Engineer

Solutioning and Pre-Sales

• Technical and architectural leadership in proposing, creating and improving solution design.
• Provide product knowledge to support and sales team.
• Prepare technical proposal as per customer RFP, RFI.
• Understand Solution pricing and BID, Tender needs and catering the proposal to meet requirements.
• Lead Reports Requirements Gathering, Customizations, Development and Implementation workshop with customer.
• Continuously upgrade the skills by self-learning and on job training.
• Assisting in the collection and documentation of user’s requirements, development of user stories, and estimates.
• Document scope of work document, use-case, call flow, UML diagrams etc.
• Work with different technologies and platforms as per the project requirement.
• Work with project management team to provide inputs for Project Management Plan.

Customer Demos

• Effective communication, conducting customer meetings, agent / supervisor trainings, pre-sales demos etc.
• In depth knowledge and hands-on in preparing customer specific demos.
• Deep dive into technical details, understand customer business and technical requirements and propose solution that is well aligned.

What You’ll Do More?

Operational Walk-throughs / Discoveries

• Leading discovery sessions to walk through an organization’s current methods of operation and provide recommendations on improvement opportunities.
• This may include sessions inside the customer interaction department to observe the customer experience as well as sessions with team leaders, operational staff, and management.
• Walk clients through Genesys solutions via demos, workshops, and presentations to outline how applications deliver customer experience transformation and outline benefits for specific users such as agents, supervisors, and administrators.
• Create or provide documentation, such as Discovery, Architecture & Solution Design Proposals, to ensure a smooth transition to professional services.
• Example customer journeys before and after.
• Present ideas ‘recommendations on how the customer should embark on improving customer Journeys.
• High-level business benefit model and ball-park costs for delivery of identified solutions.
• Sessions to work through existing Customer Journeys and to define where Genesys solutions can be implemented or enhanced in order to deliver an improved customer experience.

Eligibility Requirements

The eligibility requirements for role of a Pre Sales Engineer are as under:

• Graduate engineer in IT or Computer science.
• Genesys Certification/Trainings (Cloud or Engage).
• 5 years of relevant professional experience.
• Experience working in some of the following areas, VOIP, SIP, Messaging, Carrier Infrastructure, networking, and security.
• Proven experience in defining the return on investment in any given proposal.

Skills Desired

• Leadership, Management and “can do” attitude.
• Team player and flexibility.
• Results oriented.
• Excellent interpersonal and communication (written and oral) skills.
• Excellent Time Management skills.
• Commercial acumen.
• Change management ability.
• Risk management and mitigation.
• Communication & influencing at all levels internal and external.
• Technical domain knowledge & expertise in enterprise call Contact Centre technologies, Conversational Artificial Intelligence Bot, survey, quality management, recording, workforce management, IVR, PCI-compliance.
• Familiarity with cloud platforms (Amazon Web Services, Microsoft Azure) and cloud application architecture (Microservices, Kubernetes & Docker).

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