Technology Solutions Analyst

About TaskUs

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Job Description

The Technology Solution Lead is an Individual Contributor role who will support the Sales and Customer Service Team organization in crafting compelling technology solutions for our clients. She/he will have a good understanding of all the technical pieces (software and hardware) that fit in the BPO/Contact Center industry.

Responsibilities:

• Provide Technical and Consultative assistance to Sales.
• Get an understanding of technical specifications on the client architecture.
• Participate in design sessions with clients and pitch compelling technical solutions, including vendor products from time to time.
• Assist in completion of Technology sections in RFI/RFP/RFQ as required.
• Partner with finance in providing guidance to build commercials/pricing during PreSales.
• Document and handover technical specifications for Post Sales implementation.
• Review SOW's with legal.
• Drives accountability in cross functional IT teams during solutioning.
• Up to date with Market on cloud practices, technology stack, products and services within the Contact center industry.
• Regularly communicate with stakeholders to provide status updates, share industry insights, and deliver ongoing value-add engagements.
• Stay informed about the competitive landscape and market trends, providing insights and recommendations to internal stakeholders for product improvements and go-to-market strategies.

Qualifications:

• Bachelor's Degree or Equivalent with 5+ years' experience in business, marketing, technology or a related field. An advanced degree is a plus.
• Experience designing IT solutions with clients preferably in the BPO industry, preferably SaaS based.
• Knowledge of one or more of cloud contact center and associated technologies such as Amazon Connect, Nice CXOne, Twilio, Talkdesk, Five9 or Zendesk.
• Has built best practices in business process and created repeatable playbook.
• Has led multidisciplinary cross functional teams or projects.
• Can handle multiple campaigns/projects at the same time.
• Can review and write technical documentation including client-facing collaterals.
• Proven experience in a customer-facing role with a strong technology background.
• Excellent presentation and communication skills, with the ability to articulate complex concepts in a clear and concise manner.
• Demonstrated experience in conducting product demos and delivering persuasive presentations to diverse audiences.
• Ability to build and maintain strong relationships with customers, understanding their unique needs and objectives.
• Strong analytical and problem-solving skills, with the ability to identify trends, interpret data, and make data-driven recommendations.
• Proactive mindset with a focus on driving customer success and achieving measurable outcomes.
• Familiarity with digital solutions, software-as-a-service (SaaS) products, or technology-driven industries is highly desirable.
• Experience in handling customer escalations and resolving conflicts in a professional and timely manner.
• Ability to thrive in a fast-paced, dynamic environment with multiple priorities and deadlines.
• Proven track record of breaking down complex processes and identifying key pain points in order to deliver business improvements at the regional or global level.

We value candidates who have knowledge in technical aspects, Contact Center Technology and IT, as it can greatly contribute to their ability to understand and effectively communicate the value of our services, technology and IT solutions to customers.

If you are a results-oriented individual with a passion for Technology and a strong IT background, we would love to hear from you. Join our team and be part of driving digital transformation and ensuring our customers' success.

Key skills/competency

• Technology Solutions Analysis
• Sales Support
• Customer Service
• Technical Consultation
• RFI/RFP/RFQ Documentation
• Cloud Contact Center Technologies
• SaaS Solutions
• Client Relationship Management
• Presentation Skills
• Problem-Solving