Jackson M.

About Jackson M.

Customer Experience and Contact Centre Transformation Leader with 20+ years of progressive experience across frontline contact centre operations, business improvement, technology solutioning, presales, and project delivery. Began career in customer-facing chat and voice support roles, gaining deep, first-hand understanding of frontline operations, customer expectations, and service challenges.Progressed into technical, consulting, and leadership roles, building strong expertise in telephony, compliance recording, outbound dialer campaign management, CCaaS, knowledge management, and CX transformation. Highly passionate about AI-driven technologies and intelligent automation, with a clear focus on reducing operational overheads, improving efficiency, and increasing profitability. Known for the ability to translate business and customer pain points into scalable technology, automation, and process solutions aligned with organisational strategy and measurable outcomes

Experience

1. Lead Consultant

   Infosys

   Oct 2024 — Present · Mumbai, IN

   Presales/ Solution Consultant - Contact Center Solutions (CCaaS)Successfully supported multiple bids by delivering end-to-end RFP responses, solution designs, and cost estimations.Designed customized solutions based on client requirements, business needs, and technical constraintsPlayed a key role in client presentations and solution defenses, improving deal confidence and win probabilityWorked cross-functionally with sales, engineering, and delivery teams to develop competitive proposalsProduced detailed effort estimations, project timelines, and commercial inputs for proposalsContributed to proposal strategy, differentiators, and technical positioningProject Management: Lead cross-functional teams delivering omnichannel and IVR solutions. Manage scope, schedule, and budget, ensuring client satisfaction and risk control. Collaborated with cross-functional teams to ensure seamless execution of project milestones and deliverables. Assessed potential risks during project planning stages, developing contingency plans to mitigate negative impacts on deliverables. Prioritized projects and project tasks depending upon key milestones and deadline dates. Facilitated knowledge sharing among team members to build a A collaborative work environment that fostered innovation and creativity.

Education

• Model College

  Bachelor's degree, Business Administration and Management, General

Skills

• Unified Communications
• Pre-Sales
• Management
• Telecommunications
• Ivr
• Cloud Computing
• Service Delivery
• Vendor Management
• Contact Centers
• Solution Selling
• Cisco Technologies
• Cti
• Avaya
• Ip
• Solution Architecture
• Voip
• Data Center
• Managed Services
• Team Management
• Itil