WHO WE ARE
Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.
Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.
Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.
MISSION OF THE ROLE
We are seeking a dynamic and technically astute CX Consultant to join our growing team. In this role, you will serve as the technical bridge between our sales team and our clients, driving the adoption of cutting-edge Contact Center as a Service (CCaaS) solutions.
While your primary focus will be designing and demonstrating complex architectures based on Genesys, we value versatility; experience with other market leaders like Five9 and Amazon Connect is highly desirable.
RESPONSIBILITIES
* Discovery & Strategy: Partner with Account Executives to conduct deep-dive discovery sessions, identifying customer pain points and business requirements to propose the optimal CCaaS strategy.
* Solution Design: Architect high-level solutions primarily on the Genesys platform (Genesys Cloud CX), ensuring alignment with client infrastructure (CRM integrations, WFM, Reporting).
* Demonstrations: Deliver compelling, customized product demonstrations that showcase the value of the solution to C-level executives and technical stakeholders.
* RFP/RFI Management: Lead the technical response for Requests for Proposals (RFPs) and Requests for Information (RFIs), ensuring accuracy and competitive positioning.
* Market Versatility: Leverage knowledge of the broader CCaaS landscape (specifically Five9 and Amazon Connect) to perform competitive analysis and migration strategies.
* Handover: Ensure a smooth transition from the sales cycle to the professional services/implementation team by providing detailed architectural documentation.
* Close the Loop: Drive the evolution of our Service Portfolio by feeding market insights and technical learnings back to the team, effectively closing the feedback loop between Sales and Delivery
REQUIREMENTS
Required Qualifications
* Experience: 3+ years of experience in a Pre-Sales, Solution Consulting, or Technical Sales role specifically within the Contact Center industry.
* Genesys Expertise: Deep technical understanding and configuration knowledge of Genesys (Genesys Cloud CX certification is a strong plus).
* Language Skills: Bilingual proficiency (C1/C2 or Native) in English and Spanish is mandatory. You must be comfortable presenting technical concepts in both languages.
* Communication: Exceptional presentation skills with the ability to simplify complex technical concepts for a business audience.
* CX/CRM systems: experience with integration of CX/CRM systems
Preferred Qualifications
* Multi-Platform Knowledge: Hands-on experience or pre-sales familiarity with Five9 and/or Amazon Connect.
* Technical Stack: Familiarity with WebRTC, SIP, API integrations (REST), and Cloud platforms (AWS, Azure).
* CX Technologies: Experience with conversational AI (Google CCAI, Lex), WFM tools, and CRM integrations (Salesforce, Zendesk, Microsoft Dynamics).