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Proposition Lead – Contact Centre

KCOM Enterprise is at the cutting edge of new technology in the areas of Contact, Unified Comms, Cloud, Integration and Analytics.  We have mixed portfolio of platform based solutions, partner resell and professional services that we offer our customers.  Each of these propositions requires that we have consultants skilled up to deliver them and Sales enabled to sell them.

As the world of technology evolves, we need to continue to refresh our proposition offerings to stay relevant to our customers’ digital agendas, and this needs to be done rapidly within a structured framework.

The Enterprise propositions team is being established to create a closer bond between the strategic needs of Enterprise and the development of propositions that support this.  To lead this, we need experienced, commercially aware, thought leading technologists to lead the two streams of; 

Key Accountabilities

Focus is on propositions that are primarily professional services (PS) based or a mix of PS and platform;

  • Evaluates & analyses information gained from customers, KCOM consultants, pre-sales, sales, marketing, partners, competitor activity and other industry sources in order to generate new ideas, concepts and roadmaps for commercially viable propositions
  • Work with stakeholders to establish a compelling business case and collate requirements for each proposition, facilitates estimation and prioritisation of them to fit within the target budget envelope.
  • Guides ideas through the standard proposition governance gates and standard delivery method, tuned up front by agreement with Enterprise, to meet the constraints of speed and pre-existing knowledge and patterns
  • Using master frameworks created by Products (or pre-existing Delivery assets), leads members of the consulting pool to develop new capabilities or enhance existing capabilities to ensure that professional services can be delivered cost-effectively. Ensures that mechanisms for collecting and reporting on KPI figures are implemented as part of any new development.
  • Develops high quality, compelling, differentiated propositions and supportive sales collateral and enablement. Supports initial marketing campaigns and provides clear definitions of our individual propositions
  • Enables the initial proposition delivery or innovation / virtual team and hands over management of capability to the relevant Enterprise Practice or Product Team
  • Set priorities & goals for product community aligned to area of responsibility
  • Establishes and maintains strong relationships with the sales and marketing teams, evangelising our propositions, their impact on driving business outcomes for our customers, playing a key role in the sales process
  • Shares knowledge and educates KCOM’s management, employees, partners, customers and stakeholders with regards to our propositions
  • Involvement as needed in discrete problem resolution with commercial implications for KCOM. Help broker solutions to problems across organizational boundaries

Experience

  • Strong understanding of Cisco CUCM, UCCE, UCCX & associated technologies (Verint, e-gain, Nuance, imi mobile, Calabrio)
  • Understanding of Cisco Webex Team & Amazon Connect
  • Delivery of Product/Props Roadmap in scope and budget
  • Delivery of personal objectives
  • Employee feedback
  • Customer feedback
  • Stakeholder feedback
  • Delivery of KPIs
  • Delivery of enhancements and developments on time and in budget in line with Enterprise Business Plan;
  • Delivery of fit for purpose propositions:
    • Assessing quality needs up front and measuring completion against them on handover to Sales / Delivery;
    • Accurate and well documented end to end processes and estimating methods;
    • Delivery skills, roles and capacity needs identified and built into resource / skills plans;
    • High quality delivery collateral filed in an accessible knowledge base;
    • Effective & efficient sales support tools filed in a central repository;
  • Compliance with GDPR, ISO27001 and other key standards where applicable;
  • Good working relationships and active engagement with all internal and external stakeholders, including customers & partners;

 
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Location
London
26 Finsbury Square, London, England, EC2A 1DS
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  • Salary:
    £Competitive
  • Professional community:
    Product
  • Location:
    London
  • Working Hours:
    37.5
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