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Pre-Sales Lead (CCaaS / Customer Experience Solutions)
Full-time
About the job
We are HCLTech
, one of the fastest-growing large tech companies in the world and home to 219,000\+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
Job Description – Pre-Sales Lead (CCaaS / Customer Experience Solutions)
Location
Noida
Experience
12–15 years
Function
Digital Workplace / Digital Process Operations (DWP/DPO) – Pre-sales
1. Role Summary
The Pre-Sales Lead – CCaaS will drive solutioning and deal shaping for customer experience and contact center opportunities across Service Desk and DPO engagements.
This role acts as a
critical bridge between sales, consulting, and delivery teams
, ensuring that solutions are aligned to client outcomes, commercially viable, and differentiated through automation and GenAI-led innovation. [1]
The individual will co-own active deal pursuits, lead solution design, and develop
high-impact demos, PoCs, and ROI-backed transformation roadmaps
. The opportunity provides a very good exposure into:-
Opportunity to
shape next-gen CCaaS \+ GenAI solutions globally
Direct impact on
multi-million-dollar deal wins
Ownership of
innovation (demos, PoCs, GenAI use cases)
Work at intersection of
CX, AI, automation, and large-scale transformation
2. Key Responsibilities
A. Deal Support & Pursuit Leadership
Partner with Sales, DWP, and DPO teams to support active and strategic deals
Drive end-to-end
solutioning responses for RFP/RFI/RFQ bids
Act as
solution SME during deal discussions, workshops, and client presentations
Own proposal solution articulation including:
Solution architecture
Delivery approach
Transformation roadmap
Commercial alignment
B. Solution Design (Service Desk / DPO / CX)
Design
end-to-end Service Desk and Customer Experience solutions
, including:
Contact center modernization (CCaaS platforms)
IT Service Desk transformation
Back-office and business process operations
Define:
Operating model
Process flows and service layers
Technology stack and integrations
Ensure alignment with
CX-led outcomes (CSAT, productivity, automation rates, cost efficiency)
C. GenAI & Automation Use-Case Identification
Identify and define
GenAI-driven automation opportunities
, including:
Conversational AI (chatbots, IVR, virtual agents)
Agent assist and copilots
Autonomous agents and workflow automation [2]
Translate business pain points into:
Use cases
Solution prototypes
Value realization models
Embed AI-led differentiation in all proposals
D. Demo, PoC & Innovation Ownership
Build and manage
demo solutions and reusable PoCs
for customer engagement
Lead creation of
“wow-factor” demonstrations
showcasing:
Omnichannel experiences
AI/GenAI capabilities
Automation workflows
Support client workshops with:
Live demos
Scenario walkthroughs
Design thinking sessions
Continuously enhance demo environments aligned with market trends
E. ROI-Based Transformation Roadmap
Define
business case and ROI-led transformation roadmap
for each deal
Develop:
Cost-benefit analysis
Productivity gains
Automation impact
Value realization timeline
Present
executive-level POVs and investment cases
to clients
F. Cross-Functional Collaboration
Work closely with:
DWP and DPO leadership for joint solutioning
Delivery teams for feasibility and estimation
Platform partners (Microsoft, Genesys, NICE, etc.)
Act as a
single solution anchor across stakeholders
, ensuring alignment between sales and delivery
3. Required Skills & Experience
Core Experience
12–15 years in:
Pre-sales / solution consulting
Service Desk or Contact Center transformation
BPM / Digital Process Operations
Strong experience in
CCaaS platforms
such as:
Microsoft Dynamics 365 Contact Center
Genesys / NICE / Amazon Connect / Cisco
Solutioning Expertise
Experience in designing:
Contact center architectures (omnichannel, IVR, routing)
IT Service Desk transformation
Automation and workflow solutions
Strong understanding of:
CX metrics and KPIs
Integration with CRM, ITSM, and backend systems
GenAI & Automation Capability
Exposure to:
Conversational AI
AI copilots / agent assist
RPA / intelligent automation
Ability to convert
AI capabilities into business outcomes
Presales & Consulting Skills
Strong experience in:
RFP responses and deal shaping
Client presentations and workshops
Commercial awareness and pricing inputs
Ability to create:
Proposals
Case studies
Solution decks
Stakeholder Management
Strong collaboration across:
Sales
Delivery
Partners
Ability to engage with:
Senior client stakeholders
Internal leadership
4. Key Outcomes / Success Metrics
Win rate and deal conversion for CCaaS / CX opportunities
Quality and differentiation of solution proposals
Number of
GenAI-led use cases embedded in deals
Impactful
demo and PoC creation influencing client decisions
Measurable
ROI and business case alignment
5. Why This Role is Critical
Positions HCLTech as a
leader in AI-driven customer experience transformation
Drives
integration of DWP and DPO capabilities into unified deals
Enables shift from traditional service desk to
