Pre Sales Engineer

Full Time

Al Futtaim Private Company LLC

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates

The Solutions Consultant collaborates closely with the Sales Team to cultivate identified business prospects and devise tailored customer experience (CX) solutions for diverse customer segments. Operating in a consultative capacity, this role entails comprehending customer requirements both functionally and technically and aligning them with Genesys software, services, and consulting options. Engagement spans all tiers of customer organizations, with messaging customized to resonate with a spectrum of business and technical stakeholders, including C-level executives. This position plays a pivotal role in driving the success of sales endeavors.

Your responsibilities encompass solutions and pre-sales activities, including:

Providing technical and architectural leadership to propose, create, and enhance solution designs.
Offering product expertise to support the sales team.
Crafting technical proposals in response to customer requests for proposals (RFPs) and requests for information (RFIs).
Understanding solution pricing, bid requirements, tender needs, and tailoring proposals accordingly.
Leading requirements gathering, customization, development, and implementation workshops with customers.
Continuously upgrading skills through self-learning and on-the-job training.
Assisting in collecting and documenting user requirements, developing user stories, and providing estimates.
Documenting scope of work, use cases, call flows, UML diagrams, etc.
Working with various technologies and platforms based on project requirements.
Collaborating with the project management team to contribute insights for the Project Management Plan.

Your role involves:
Conducting effective customer meetings, agent/supervisor training, and pre-sales demos with clear communication.
Demonstrating in-depth knowledge and hands-on expertise in preparing customer-specific demos.
Delving into technical intricacies, comprehending customer business and technical requirements, and proposing solutions aligned with their needs.
Leading operational walk-throughs and discovery sessions to evaluate current operational methods within organizations and offer recommendations for improvement. This includes observing customer experiences within interaction departments and engaging with team leaders, operational staff, and management.

The outcomes of these activities typically include:

Guiding clients through Genesys solutions via demos, workshops, and presentations, illustrating how our applications drive customer experience transformation and delineating benefits for specific user roles such as agents, supervisors, and administrators.
Generating or supplying documentation, including Discovery, Architecture & Solution Design Proposals, to facilitate a seamless transition to professional services.
Providing examples of customer journeys before and after implementing Genesys solutions.
Presenting recommendations on how customers can enhance their customer journeys.
Offering a high-level business benefit model and approximate costs for delivering identified solutions.
Conducting Customer Vision Sessions to analyze existing Customer Journeys and identify areas where Genesys solutions can be integrated or enhanced to improve the overall customer experience.

Success in this role hinges on a blend of essential competencies:
Leadership, Management, and a proactive “can-do” approach.
Collaborative teamwork and adaptability.
A goal-driven mindset focused on delivering results.
Superb interpersonal and communication abilities, both written and verbal.
Exceptional time management proficiency.
Strong business acumen to navigate commercial aspects effectively.
Capacity for managing change and implementing it smoothly.
Skillful risk assessment and mitigation strategies.
Effective communication and influence across all organizational levels and external stakeholders.

My qualifications for the role stem from a robust educational foundation coupled with extensive professional experience:

Holds a degree in IT/Computer Science, specializing in engineering.

Genesys Certification/Training, with a focus on Cloud or Engage platforms.

Professional Experience:
Accumulated up to 5 years of relevant experience.
Demonstrated technical proficiency in enterprise Contact Centre technologies, including Conversational Artificial Intelligence Bot, survey tools, quality management systems, recording mechanisms, workforce management solutions, IVR systems, and PCI-compliance protocols.
Hands-on experience in diverse areas such as VOIP, SIP, Messaging, Carrier Infrastructure, networking, and security.
Well-versed in cloud platforms such as Amazon Web Services and Microsoft Azure, along with expertise in cloud application architecture encompassing Microservices, Kubernetes, and Docker.
Track record of defining and delivering measurable return on investment for proposed initiatives.