Presales Expert – Customer Experience & AI Solutions

About the role

The Presales Expert will support Zain's Customer Experience (CX) product growth by combining solution consulting, business development, and customer engagement. You will work closely with sales, technical teams, and partners to design and propose CX and AI solutions that meet client needs.

Key responsibilities

• Engage customers through discovery meetings and workshops to capture business, operational, and CX requirements.
• Recommend CX solutions such as Contact Center, Omnichannel, AI Chatbot, AI Voice Bot, CRM, and advisory services.
• Collaborate with internal technical teams and technology partners to build end‑to‑end CX and AI solutions.
• Prepare technical and commercial proposals, Bills of Quantity, Statements of Work, and responses to RFPs, RFIs, and tenders.
• Support demonstrations, workshops, Proof of Concepts, and executive presentations.
• Develop business cases, ROI models, and value propositions for proposed solutions.
• Assist the sales team throughout the sales cycle from qualification to proposal submission.
• Maintain strong relationships with customers, partners, and vendors.
• Support pricing, licensing, solution sizing, and commercial proposal preparation.
• Represent Zain at customer meetings, exhibitions, conferences, webinars, and industry events.
• Create technical content, case studies, solution briefs, and presentation materials for marketing initiatives.

Required profile

• Bachelor’s degree in Computer Science, IT, Engineering, Business Information Systems, Business Administration, or a related field.
• 8‑10 years of experience in presales, business development, solution consulting, CX, contact centre, ICT, digital transformation, or enterprise technology solutions.
• Proven experience preparing proposals, tenders, RFP/RFI responses, and commercial documentation.
• Experience delivering customer engagements and executive‑level presentations.
• Relevant professional certifications in presales, solution consulting, sales excellence, business analysis, proposal management, negotiation, CX, or project management are a plus.

Required skills

• Customer Experience (CX) platforms
• Contact centre solutions
• Artificial Intelligence (AI) chat and voice bots
• Customer Relationship Management (CRM) systems
• Cloud and digital transformation technologies
• Genesys Cloud CX (preferred)
• Freshworks (preferred)
• Microsoft Dynamics (preferred)
• Salesforce (preferred)