About the Company
CX solutions remain commercially competitive in the Saudi technology market, with strong knowledge of Saudi technology market pricing, competitor offerings and market behavior, and understanding of leading Saudi CX competitors and their positioning, including 2P, SmartLink, Ithraa and similar market players.
About the Role
Lead CX solution development and client engagement for contact center opportunities, from understanding the client need and selecting the right technology through costing, project sizing, mobilization and go-live.
Responsibilities
- Lead client discussions and stakeholder mapping to understand business, operational and technical requirements.
- Advise clients on the most suitable CX and contact center solution based on their needs, budget, operating model and future growth.
- Strong understanding of leading contact center technologies and platforms such as Genesys, Cisco, Yeastar and similar solutions, with the ability to recommend where each is the best fit.
- Guide the technical, presales and bidding teams on solution design, architecture, sizing and technical requirements for proposals and RFPs.
- Build and maintain relationships with technology vendors, system integrators, AI providers, telecom operators and other technical partners, bringing the right partner into each opportunity when required.
- Develop and validate complete techno-commercial costing covering contact center platforms, AI, CRM, integrations, telecom, Saudi hosting, security, connectivity, hardware, facilities and other project technology requirements.
- Understand Saudi telecom pricing, including SIP, numbers, inbound and outbound call rates, especially for government and semi-government projects.
- Maintain strong knowledge of Saudi technology market pricing, competitor offerings and market behavior to ensure CX solutions remain commercially competitive.
- Understand leading Saudi CX competitors and their positioning, including 2P, SmartLink, Ithraa and similar market players.
- Evaluate vendor quotations and different technology options and recommend the best technical and commercial fit.
- Define required project headcount based on volumes, SLA, service hours and operating requirements.
- Understand WFM principles and advise on staffing, shifts, scheduling and operational coverage.
- After award, lead project sizing, mobilization, transition planning, resource ramp-up, technology readiness and go-live.
- Continue supporting solution enhancement, technology changes and expansion after project launch.
Qualifications
- Strong experience in contact center / CX solutions and the Saudi market.
Required Skills
- Excellent knowledge of CCaaS, omnichannel, CRM, AI, voice/chat, telecom and integrations.
- Strong experience in client requirement gathering and solution advisory, especially with government and semi-government clients.
- Strong knowledge of Saudi technology and telecom pricing.
- Good network and access to relevant technology, AI, telecom and integration partners.
- Strong understanding of solution costing, project sizing, WFM and mobilization.
- Ability to confidently face clients, understand their needs and recommend and defend the most suitable solution.
