Pre Sales Engineer - Genesys

Job description / Role

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. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role :

The Solutions Consultant works 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. You 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. This role is imperative to the success of sales opportunities.

What you will do :
- 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
- Technical and architectural leadership in proposing, creating and improving solution design.
- Lead Reports Requirements Gathering, Customizations, Development and Implementation workshop with customer.
- Document scope of work document, use-case, call flow, UML diagrams etc.
- Walk our clients through Genesys solutions via demos, workshops, and presentations to outline how our 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.
- 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.
- Customer Vision Sessions: 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. These will be workshops with a number of individuals with the outputs comprising a sub-set of the above or leading to a more detailed Walkthrough.

Requirements

Required skills to be successful:
- 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).
- Proven experience in defining the return on investment in any given proposal.
- Being able to propose a solution that is mapped to the business requirements, including scoping of functional and non-functional specifications, High-Level Design, Sizing, etc.
- Architecting and building solutions, which integrate smoothly in cloud and hybrid operating models for supporting Genesys
- Being able to prescribe to the customer about in which order will be best to implement a solution to minimize impact and maximize benefit.
- Be a Grade A+ in presenting skills, with the presence and gravitas to be able to command workshops to successful conclusions.

What equips you for the role :
- Engineering degree in IT or Computer Science
- Genesys Certification / Trainings (Cloud or Engage)
- 5+ years of Genesys experience and expert knowledge in Contact Centre technologies.
- Excellent communication skills in Arabic will be an added advantage

About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.

The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation.

The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services.

These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.