Senior Sales Specialist – Customer Experience (CX)

Title

The Solution Sales Specialist – CX will drive revenue growth by adopting a consultative selling approach, engaging with customers to understand their customer experience (CX) transformation needs and delivering AI-powered, automation-driven solutions that enhance self-service, omnichannel engagement, and customer journey optimization.

Key Focus Areas:

• Solution-Oriented Sales Approach: Partner with Key Account Managers (KAMs) in Tier 1 and Tier 2 accounts to map customer journeys, identify pain points, and propose AI-driven CX automation solutions
• Consultative Engagement: Own Tier 3 accounts, engaging directly with new prospects and existing customers to assess their needs and align them with next-generation CX and self-service solutions
• Customer Journey Alignment: Work closely with customers to understand their end-to-end CX landscape, including customer service automation, digital engagement, and omnichannel orchestration
• AI & Automation Impact: Educate and guide customers on the benefits of AI-powered chatbots, predictive analytics, and automation in driving efficiency and improving CX outcomes
• Strategic Account Growth: Develop and execute strategic account plans, identifying opportunities for upselling, cross-selling, and renewal growth
• Product & Service Positioning: Position key solutions such as Genesys Cloud, Huawei AICC and Microsoft D365 Contact Centre Solutions, as enablers of customer self-service, automation, and AI-driven CX transformation

COMMUNICATIONS & WORKING RELATIONSHIPS

Internal:

• Collaboration with business stakeholders, GTMs, and Group leadership to align sales strategies with business objectives
• Engagement with MDs from other OpCo’s to drive CX solution synergy across the organization
• Liaison with technical and product teams to ensure solutions are effectively positioned for customer needs

External:

• Customers: Act as a trusted advisor, helping organizations leverage AI, automation, and digital CX solutions to improve their customer engagement strategy
• Vendors & Partners: Build strong relationships with technology partners to drive co-innovation and solution alignment

QUALIFICATIONS, EXPERIENCE & SKILLS:

Educational Qualifications:

• Bachelor's degree in IT, Business, Commerce, or a relevant field
• Postgraduate qualification in Sales, Strategy, or Digital Transformation is advantageous

Professional & Industry Experience:

• 8+ years of direct enterprise sales experience in the CX space (mandatory)
• Proven track record in consultative solution selling, engaging with C-level stakeholders to drive digital transformation in CX
• Strong understanding of AI, automation, and customer self-service technologies in modern omnichannel customer engagement
• Experience in mapping customer journeys, identifying CX pain points, and positioning technology solutions that drive efficiency, personalization, and automation
• Ability to translate complex CX solutions into business value, ensuring clients understand the ROI of AI-driven self-service and digital transformation
• Experience in driving sales of cloud-based contact centre solutions, AI chatbots, workforce engagement, and analytics tools

Skills & Competencies:

• Strategic Selling & Consultative Approach – Ability to identify business challenges and align solutions to customer objectives
• AI & Automation Knowledge – Understanding of how AI, chatbots, and predictive analytics drive customer service efficiency and digital engagement
• Customer Journey & CX Strategy Expertise – Ability to help clients redefine their CX roadmap using AI-driven solutions and omnichannel customer engagement
• Commercial & Business Acumen – Strong ability to build business cases and articulate the value proposition of CX transformation
• Relationship Building & Executive Engagement – Ability to influence C-suite and senior stakeholders
• Presentation & Negotiation Skills – Capable of leading strategic discussions and solution demonstrations

BEHAVIORAL COMPETENCIES:

• Trusted Advisor – Can play an advisory role to senior leaders, guiding their CX transformation strategy
• Customer-centric – Passionate about helping organizations enhance customer journeys and improve engagement through AI and automation
• Innovative Problem Solver – Uses insights, analytics, and automation to help customers streamline operations and improve CX outcomes
• Collaboration & Leadership – Able to mentor junior team members, contribute to team success, and work cross-functionally
• Active Listener – Excels in understanding client needs and translating them into customized CX solutions

Education

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