Sales Lead (Hunter) – CCaaS / Customer Experience Solutions

About the job

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Job Description – Sales Lead (Hunter) – CCaaS / Customer Experience Solutions

Location: Noida

Experience: 15–20 years

Function: Digital Workplace / Digital Process Operations (DWP/DPO) – Sales

1. Role Summary

The Sales Lead (Hunter) – CCaaS will be responsible for new business development, pipeline creation, and deal closure for customer experience and contact center solutions across Service Desk and DPO engagements.

The role demands a consultative, technically strong sales leader who can identify opportunities, engage clients, and convert them into large-scale transformation deals.

This individual will act as the front-end anchor for customers, working closely with internal DWP, DPO, and solution teams to shape winning propositions and drive revenue growth.

• Own and build multi-million-dollar CCaaS deal pipeline
• Direct influence on customer transformation journeys
• Work on cutting-edge CX + AI-led engagement models
• High visibility role with global stakeholder interaction

2. Key Responsibilities

A. New Business Development (Hunter Role)

• Identify and create new pipeline opportunities in CCaaS / Customer Experience domain
• Drive end-to-end sales lifecycle:
• Lead generation
• Qualification
• Deal pursuit
• Closure
• Expand presence in:
• Service Desk transformation
• Contact center modernization
• DPO-led CX deals
• Build strong market connect and identify whitespace opportunities

B. Customer Engagement & Relationship Management

• Act as primary client-facing leader for all opportunities
• Build and manage executive-level relationships with customers
• Understand:
• Customer business objectives
• Challenges in service desk and CX operations
• Transformation priorities
• Own account growth strategy and deal shaping discussions

C. Deal Shaping & Solution Alignment

• Translate customer requirements into structured opportunity briefs
• Clearly articulate business needs to Solution / Pre-sales teams
• Drive alignment between:
• Customer expectations
• Solution design
• Commercial positioning
• Co-own deal strategy with presales to ensure:
• Competitive differentiation
• Solution feasibility
• Pricing alignment

D. Business Case & ROI Ownership

• Develop and present business case and ROI models for clients
• Demonstrate value through:
• Cost optimization
• Automation-led efficiencies
• CX improvements (CSAT, FCR, productivity)
• Create executive-level value propositions and investment justification
• Support customer decision-making through strong financial storytelling

E. Cross-Functional Collaboration (DWP + DPO)

• Align with DWP and DPO leadership for joint deal execution
• Ensure seamless coordination between:
• Sales
• Pre-sales
• Delivery
• Participate in joint pursuits and ensure integrated solution positioning
• Drive inclusion of CCaaS in enterprise deals by collaborating across practices

F. Pipeline Management & Governance

• Build, track, and manage sales pipeline in CRM systems
• Ensure deals progress through stages from qualification to closure 1
• Maintain pipeline hygiene, forecasting accuracy, and reporting
• Drive conversion of pipeline into bookings and revenue

3. Required Skills & Experience

Core Experience

• 15–20 years in:
• Sales / hunter roles in IT services / BPO / CX domain
• Technical sales of Service Desk / Contact Center / DPO deals
• Proven track record of:
• Pipeline creation
• Large deal closures
• CX transformation sales

Technical Sales Expertise

• Strong understanding of:
• Contact center technologies (CCaaS platforms)
• Service Desk operations
• Business process outsourcing / DPO services
• Ability to engage in solution-led discussions with customers

Consultative Selling

• Ability to:
• Understand customer pain points
• Position outcome-based solutions
• Influence stakeholders
• Strong storytelling skills to articulate business value and transformation impact

Commercial & Financial Acumen

• Experience in:
• Deal structuring
• Pricing discussions
• ROI / business case creation
• Ability to drive commercial negotiations and closures

Stakeholder Management

• Strong collaboration across:
• DWP and DPO teams
• Pre-sales and solution architects
• Delivery and leadership teams
• Ability to engage with:
• CXOs and senior decision-makers

4. Key Outcomes / Success Metrics

• New pipeline created (quarterly / annual)
• Deal wins and booking value (revenue growth)
• Conversion rate from pipeline to closure
• Strength and depth of client relationships
• Quality and impact of business case / ROI articulation

5. Why This Role is Critical

• Drives front-end revenue growth for CCaaS and CX transformation
• Ensures integration of technology and operations (DWP + DPO) in deals
• Positions the organization as a strategic CX transformation partner