About this role
Responsibilities:
- Technical Expertise:
- Omnichannel Platforms: Knowledge / Implementation experience of CCaaS platforms such as Genesys, Amazon Connect, Google, NICE CXone etc. Understanding of feature set, ability to evaluate and recommend go-to strategy.
- Conversation AI Solutions: Knowledge and implementation experience of Voice bots/Chat bots including opportunity assessment, Solution designing, Business case creation and leading implementation
- Agentic AI Solutions and CX Journey Enhancement- Assessing customer journeys, analyzing journey breakpoints, opportunities to improve self-serve connections, assessing the efficacy of current solutions, understanding of technology landscape and accordingly design the end-user journey.
- Agent Experience & Enablement - Implement Agent Assist tools, AI-driven knowledge management, and quality/training digitization,
- Advanced Contact Center Analytics – Leverage speech/text analytics, cross-channel insights, and predictive modeling to enhance interaction quality and operational performance.
- Stay current with industry trends, emerging technologies, and competitor offerings. Any domain-specific experience is also preferred.
- Customer Engagement:
- Engage with prospective clients to understand their technical requirements and business challenges.
- Conduct needs assessments and provide tailored technical solutions.
- Solution Demonstrations:
- Deliver compelling product demonstrations that showcase the features and benefits of our solutions.
- Customize demonstrations to align with the specific needs and use cases of potential customers.
- Collaboration with Sales:
- Work closely with the sales team to understand customer goals and contribute to the development of winning sales strategies.
- Assist in the preparation of technical proposals, RFP responses, and other sales materials.
- Technical Presentations:
- Conduct technical presentations, both in-person and virtually, to convey the value proposition of our products/services.
- Address technical inquiries and concerns during the sales process.
- Proof of Concept (PoC):
- Lead the design and implementation of proof of concept projects to demonstrate the feasibility and effectiveness of our solutions.
- Customer Relationship Building:
- Build and maintain strong relationships with customers, understanding their evolving needs and providing ongoing technical support.
Qualifications:
- Bachelor's degree in a technical field
- Proven experience in a technical pre-sales or similar role in the technology industry.
- Strong understanding of relevant technologies, including (but not limited to) [list specific technologies relevant to the company's products/services].
- Excellent presentation and communication skills, with the ability to convey technical concepts to both technical and non-technical audiences.
- Ability to work collaboratively in a team environment and interface effectively with internal teams.
Other facts
About EXL
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
What you'll do
- The Pre-Sales Manager will engage with prospective clients to understand their technical requirements and provide tailored solutions. They will also deliver product demonstrations and collaborate with the sales team to develop winning strategies.
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