Posts Tagged ‘ rfp ’

Contact Center National Practice Lead

CC Dallas


AT&T Consulting NPL



Practice Director, Contact Center Consulting Services

General Qualifications

A seasoned and creative thought leader with extensive and large scale architecture and

deployment experience in Contact Center transformation. Has a proven track record of developing

complex, multi-vendor Contact Center solutions, and the ability to drive new Contact Center and pull-
through revenues through dynamic customer sales interaction.

Role Overview

The AT&T Consulting Practice Director has several primary responsibilities:

 Builds immediate customer credibility through technical presales support on strategic sales

opportunities. Leads executive customer interactions, and can develop and facilitate Whiteboard

Sessions and customer workshops. Is viewed as a Trusted Advisor by customers.

 Is directly responsible for driving $4-6M of Consulting revenues. Develops Consulting Statements

of Work (SOWs) and supports larger RFP responses in coordination with other arms of AT&T.

 Sets the strategic direction for the Consulting Contact Center service portfolio, incubates new

offerings, and coordinates with the roadmap of other related AT&T offerings.

 Establishes and maintains strategic vendor alliances for 3rd party delivery augmentation of the


 Provides delivery leadership in an engagement management / steering capacity, and part time (up

to 25%) strategic billing, such as in Strategy and Roadmap” engagements.

 Provide matrixed leadership to the field consultants for professional development.

 Maintains knowledge management repository to support sales and delivery.

Education and Certifications

 Bachelor’s Degree or Equivalent professional experience.

 Certified Professional: Certifications in Cisco, Avaya, and/or Genesys Contact Center solutions.

Cisco CCIE, Microsoft Skype, and MS Office 365 a plus.

Contact Center Experience

 15+ years contact center industry experience, including consulting experience in converged (IP)

solutions, and as SME leading contact center deployments for the global 500.

 Experience architecting and deploying a wide range of contact center solutions including IVR

application development, CTI integrations, SIP transformation/integration, recording/monitoring

services, customer experience analytics, real-time status notifications, and business and voice

continuity planning.

 Multi-vendor, multi-product expertise including current and recent offerings by Cisco, Avaya,

Genesys, Aspect, Edify and Interactive Intelligence.

 Knowledge of and experience with customer contact and channel strategy development across a

variety of industry verticals such as: financial, healthcare, manufacturing and retail.

 Cross-disciplinary understanding of infrastructure including: Mobility, LAN/WAN, IP Telephony,

Security including PCI, Service Management, and Contact Centers as a Service.

Consulting, Sales, Business and Interpersonal Skills

 Possesses a broad range of technical, sales, business, and interpersonal skills to quickly establish

credibility in the eyes of executive customer stakeholders.

 Has the business acumen to lead Strategy and Roadmap service delivery, including the financial

analysis to help customers justify investments and engage in follow-on scope.

 Excellent written and verbal presentation skills.

 Ability to travel up to 50%.

 Proven partnership with sales and in developing strategic account plans.

 Leadership experience in matrixed environments to develop field practitioners.

 Ability to effectively cross-sell to create “pull through” revenues in managed services, transport,

security, and other solutions.


at&t Consulting – Practice Director, Network Consulting – Immediate opportunity – Midwest location preferred



AT&T Consulting Solutions


Practice Director, Network Consulting


General Qualifications

A seasoned and strategic thought leader with extensive experience in large scale, global, enterprise network technologies, vendors, platforms and solutions.  Ability to lead a Consulting practice consisting of primarily presales and delivery of the AT&T Consulting Network Consulting Services portfolio.   Must be able to communicate, deliver and present at the CxO level.


Role Overview

  • Sales Support – Support AT&T Consulting direct sales opportunities for the Network Consulting portfolio, including Network strategy, assessments, deployment and optimization engagements.  Lead sales opportunities. Lead client presentations. Support executive sales interactions
  • Proposal Development – Develop resourcing model, timelines and costs of engagements.   Develop Statement of Work (SOW) and RFI/RFP development.  Present proposals to customers.
  • Service Development – Lead the development of new AT&T Consulting network services in alignment with market need, incremental delivery readiness, and AT&T product house imperatives (SDN is an example).  Develop and optimize these and other AT&T Consulting offerings over time.   Work in close partnerships with other Consulting practice areas including to incorporate bundled services.  (Network readiness as a part of a UC strategy is an example)
  • Sales and Delivery Enablement – Service launching and field communications/training.  Development of offer briefings to sales teams.  Development of practice training curriculum and training sources.  Quarterly practice calls and leading technology work groups.
  • Develop & Manage 3rd Party Relationships – Identification and vetting of partners to augment internal staff.  Negotiation of pricing structure with partner.  Opportunity coordination with third party, proposal development.  
  • Partner with Complex Solutions and “Day II” teams across AT&T in support of large deal pursuits where Consulting is a key component and “bundle”.  Partner with Life Cycle services and define interface points to ensure a smooth transition from Consulting discovery / assessment into operational transition for managed services opportunities.
  • Knowledge Management – Support development of standardized templates and Knowledge Management artifacts to improve field self-sufficiency.  Develop and improve tools and templates for consistent pricing / costing on complex bids.  Develop transition and transformation frameworks to enhance standardized approaches for complex and custom deals.
  • Billing – Support engagement management activities and billing on projectsp.


Technical and Business Acumen

  • Hands-on experience in Network transformation in a large scale production environment, specifically around IP transport technologies and architecture.
  • Experience with technology budgeting and financial impact analysis

Consulting and Other Skills

  • 15+ years industry experience Strategic IT Consulting experience
  • Outstanding written and presentation skills.  Experience with Board-level interaction and facilitation of diverse groups and stakeholders.  
  • Ability to travel up to 50%
  • Outstanding interpersonal skills and responsiveness supporting sales and field management and building best practices for field adoption
  • Proven ability to grow Consulting and Influenced revenues
  • Ability to effectively cross-sell multiple practice areas