Manager - Service Delivery/Presales - Contact Center Technology

We are looking for a senior Service Delivery cum Pre-Sales Manager with strong hands-on exposure to CCaaS platforms and enterprise contact center on premises technologies.

This is a techno-functional leadership role responsible for managing end-to-end service delivery, customer satisfaction (CSAT), and pre-sales solutioning for Omni-Channel, AI-powered Cloud Contact Center, and ITOM applications across India and GCC customers.

The role requires deep technical capability in cloud contact centers, VoIP, integrations, and infrastructure, along with customer-facing pre-sales ownership including solution design, demos, and technical proposals.

Primary solution ecosystems include platforms such as Genesys, NICE, Cisco Webex, Avaya, and Enghouse.

Roles and Responsibilities:

- Responsible to lead the Service Delivery and CSAT of Business-Critical Applications for Large Enterprise Customers in India and GCC Countries.

- Manage Pre-Sales for Omni Channel and on premises & AI Cloud Contact Center and Infra Monitoring/ITOM Applications.

- Handle Level 2 and L3 troubleshooting for on premises & Cloud Contact Centers, ITOM Solutions, Windows/Linux Servers, Hyper Converged Infra, VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.

- Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.

- Provide problem resolution, Root Cause Analysis, and Action Plans.

- Ensure Life Cycle Management of Platforms within the Applications framework.

Key Competencies Required:

- Minimum 5 years of experience in a similar role within an SI Company.

- Strong knowledge of ICT Infrastructure solutions, Telco, and Network Layer.

- Experience with Contact Centers, Telcos, and BPO's NOC in ITIL frameworks.

- Ability to analyze problems and provide robust solutions.

- Strong understanding of monitoring and Contact Center Applications, ITOM/EPM tools, Security tools, and Backup tools.

- Excellent communication, leadership, and organizational skills.

- Relevant industry certifications (Contact Centers, Microsoft Technologies, Network, Project Management, ITIL).

- Flexibility to work in different shifts and time zones.

- Technical and business communication.

- Project management and operational excellence.

- People management and team leadership.