Senior Manager - CS Solution Design

10+ years’ experience with 5+ years in Customer Service / Contact Center pre-sales & solutioning Strong exposure to end-to-end deal lifecycle (RFI, RFP, RFQ, BAFO, transition) Proven ability to drive solution design and create differentiated, scalable CS offerings Experience in engagement, requirement gathering, and solution pitching Hands-on experience in RFP responses, deal shaping, and improving win ratios Strong alliance ecosystem management and joint solution development Ability to define pricing models, commercials, and support contract negotiations (SOW, SLAs) Experience in financial modelling and business case development Strong understanding of market trends, competitive intelligence, and solution positioning Ability to drive transformation, automation, and productivity improvements in CS operations Experience in building solution IPs, frameworks, and reusable assets