Presales Engineer (Contact Center Solution)

Job Summary

We are seeking a highly motivated and customer-oriented Presales Engineer to support our sales team in promoting and selling software solutions. The ideal candidate will act as a trusted technical advisor, working closely with prospective customers to understand their business requirements, demonstrate product capabilities, and propose suitable software solutions that address customer needs.

Job Descriptions:

Sales & Customer Engagement

• Collaborate with the Sales team to identify customer requirements and business challenges.

• Participate in customer meetings, discovery sessions, and technical discussions.

• Conduct product presentations, demonstrations, and proof-of-concept (POC) sessions.

• Explain technical concepts and product features to both technical and non-technical audiences.

• Support the sales process by answering technical questions and addressing customer concerns.

Solution Design & Proposal Development

• Analyze customer requirements and recommend appropriate software solutions.

• Prepare solution designs, technical proposals, scope documents, and response materials for RFP/RFQ/RFI requests.

• Work with internal product, implementation, and development teams to ensure proposed solutions meet customer expectations.

• Provide effort estimation and implementation considerations for proposed solutions.

Technical Expertise

• Develop a strong understanding of the company's software products, features, and capabilities.

• Stay updated on industry trends, emerging technologies, and competitor offerings.

• Assist customers in evaluating technical feasibility and solution fit.

• Support technical evaluations and product testing activities.

Stakeholder Management

• Act as a bridge between customers, sales teams, product teams, and implementation teams.

• Build strong relationships with customers and key stakeholders.

• Gather customer feedback and provide insights to product management for continuous improvement.

Job Qualifications:

• Bachelor’s degree in IT, Computer Science, Computer Engineering, or related fields.

• At least 3 years of experiences in Contact Center solutions, Pre-Sales, Solution Consultant, or related roles.

• Good knowledge of Contact Center platforms such as Avaya, Genesys, NICE, Cisco, or similar solutions.

• Experience with CRM solutions and CRM integration

• Good understanding of networking, TCP/ IP, LAN/WAN, VPN, Firewall, DNS, SIP, VoIP, and basic network architecture.

• Good understanding of system integration and APIs, REST API, SOAP, JSON/XML

• Able to understand and explain end-to-end Contact Center architecture, including network, CRM, API, database

• Understanding of Contact Center functions such as ACD, IVR, CTI, Call Routing, Omnichannel, Voicebot, Chatbot, WFM, QM, Speech Analytics, and AI Agent Assist.

• Able to prepare solution proposals, RFP/ RFQ/ TOR responses, solution designs, BOM, and presentations.

• Able to present solutions and conduct customer demos, workshops, and Po.

• Good communication and presentation skills, with the ability to work with customers, sales teams, vendors, and technical teams.

• Good problem-solving skills and able to understand technical, network, and integration issues.

• Good English communication skills.