12–18 years experience in BPO / IT-BPM / Contact Center industry

8+ years in CX Solutioning / Pre-Sales / RFP / Proposal Management

• Contact Center Operations (voice, chat, email, back office)

Hands-on experience with:

• RFP / RFQ responses, solution decks, and client presentations
• End-to-end solution design (process + staffing + technology)

Strong exposure to:

• Pricing models (FTE, Transactional, PMPM)
• Collaboration with Sales, WFM, Ops, Finance, and Technology teams

Design end-to-end CX / Contact Center solutions covering:

• Member services
• Provider support
• Claims / RCM / back office
• Define:
• Process flows
• Staffing models (FTE planning, WFM inputs)
• Lead RFP/RFI responses, solution decks, and client presentations

Partner with sales to:

• Build pricing m...