Yogesh Varma

About Yogesh Varma

A seasoned solution consultant with 25+ years of experience in the contact center and customer experience domain, specializing in presales leadership across CX and EX solutions for both front and back-office operations. I bring a deep technical and business understanding of Workforce Management (WFM), Workforce Engagement Management (WEM), performance management, desktop analytics, and Robotic Process Automation (RPA), with strong emphasis on AI and ML-driven capabilities.Throughout my career, I’ve partnered with leading organizations like Aspect (now Alvaria), NICE, and Genesys, helping enterprise clients reimagine their contact center strategies and enhance operational efficiency. My mission is to empower customers by aligning technology with business goals—through tailored solution design, compelling value demonstrations, and clear articulation of ROI.I collaborate closely with senior leadership, sales, and technical teams to ensure seamless solution delivery and customer satisfaction. Recognized multiple times with the President’s Club award for closing multi-million dollar deals, I take pride in turning complex business challenges into strategic wins.Latest Certifications:Genesys Cloud Professional & Presales Professional AccreditationGenesys Cloud CX Professional Certification BadgeGenerative AI Certification – Expertise in leveraging cutting-edge AI to drive innovation and content generationGenesys Cloud AdministrationGenesys WEM - Workforce ManagementGenesys Architect CertificationNICE IEX WFMNICE CXOne WFM

Experience

1. Senior Solutions Consultant

   Genesys

   Apr 2024 — Present · IN

   Lead enterprise presales initiatives for Genesys Cloud CX, supporting CX transformation across strategic accounts and vertical markets.• Drive strategic presales engagements for AI‑driven CCaaS solutions• Advise CXOs on CX transformation roadmaps and cloud migration strategies• Lead Workforce Engagement Management (WEM) solution strategy across the region• Support complex enterprise deals through demos, architecture workshops, and value positioning

Education

• Amravati University, Maharashtra

  Bachelor of Engineering, Computational Science

  1988 — 1991

• St. Sebastians High School Mumbai

  Xth Standard

  1976 — 1983

Skills

• Pre-Sales
• Customer Interaction
• Customer Facing
• Business Solutions
• Software Solutions
• Business Requirements
• Requirements Analysis
• Requirements Gathering
• Consultancy
• Product Demonstration
• Call Center
• Back Office
• Workforce Management
• Performance Management
• Contact Centers
• Customer Experience Management
• Business Intelligence
• Management
• Project Management
• Solution Selling
• Crm
• Acd
• Call Centers
• Ivr
• Robotic Process Automation
• Consulting
• Team Management
• Customer Relationship Management (Crm)