Robin Malhotra Email & Phone Number

Calgary, Ab, Ca

Dublin 2, Ie

• Managed large-scale, complex contact center transformation programs spanning diverse industries, driving measurable business outcomes through innovative technologies and strategic solutions. Demonstrated expertise in designing and delivering Virtual Assistants, AI-powered self-service solutions, and omnichannel contact routing strategies that enhance customer experience and operational efficiency.•Integrated enterprise business applications, including Salesforce, ServiceNow, and other CRMs, with Cloud Contact Center platforms such as Genesys Cloud, NICE CXone, and other leading technologies to create seamless workflows and boost agent productivity.•Conducted comprehensive current-state assessments, identifying gaps, opportunities, and pain points, and developed actionable roadmaps that align with business goals and future growth strategies.•Championed transformation initiatives to optimize processes, enhance first-call resolution, and reduce contact center costs through innovative deployment of conversational AI, workforce management tools, and analytics-driven insights.My approach combines technical acumen, business strategy, and a customer-first mindset to deliver value-driven contact center transformations that enable scalability, agility, and improved CX metrics.

Princeton, New Jersey, Us

•Executed consultative sales strategy for CX solutions and advisory/consulting services in existing and potential enterprise accounts.•Fostered strong executive relationships with both business and technical contacts and acted as a trusted advisor.•Spearheaded entire sales lifecycle including strategy, planning, prospecting, qualification, communication, presentation of value proposition/proposal, objection handling, negotiation, contract closure and post sales management.•Created customer facing presentations/proposals/demonstrations, managing solutioning, negotiating and contracting discussions.•Adept with Salesforce to manage all aspects of business including contacts, account planning, forecasting, and committing business.•Navigated large scale transactions for some of the largest Service Providers and IT services organizations regularly engaging in presentations and interactions with business decision makers.Key Accomplishments:•Exceeded sales goals by accumulating USD 2M in sales and USD 1M in gross profit in financial year 2021.

Armonk, New York, Ny, Us

•Worked closely with the clients to understand business needs, to develop overall strategy, proposing solutions including advice on design, implementation, tools, scalability, system performance, dependencies.•Managed the profitability and utilization on multiple projects and accounts by spearheading entire project management activities with final accountability for project deliverables, stakeholder management, client satisfaction, schedule management, requirements management and project team performance.•Prepared project materials, including scope definition, schedule, and quality requirements. Maintaining project documentation.•Identified and managed project risks and propose mitigations. Report and escalate to the concerned as required.•Nurtured peer-level client relationships (expectations, communications, negotiations, escalation, feedback, etc.). •Developed relationships, ensuring the appropriate participation of key client stakeholders and executives.

Princeton, New Jersey, Us

•Executed consultative sales strategy for CX solutions and advisory/consulting services in existing and potential enterprise accounts.•Developed and maintained strong executive, decision maker, influencer, and line-of-business relationships with both business and technical contacts.•Spearheaded entire sales lifecycle including strategy, planning, prospecting, qualification, communication, presentation of value proposition/proposal, objection handling, negotiation, contract closure and post sales management.•Managed accurate sales/revenue forecasting and sales pipeline/funnel utilizing Salesforce.•Developed a partner model for conducting business through collaboration and training of partners.Key Accomplishments: •Established business from scratch and delivered growth from zero to USD 500k inside six months while developing a comprehensive new business pipeline worth over USD 4M.

Princeton, New Jersey, Us

•Executed consultative sales strategy for CX solutions and advisory/consulting services in existing and potential enterprise accounts.•Developed and maintained strong executive, decision maker, influencer, and line-of-business relationships with both business and technical contacts.•Spearheaded entire sales lifecycle including strategy, planning, prospecting, qualification, communication, presentation of value proposition/proposal, objection handling, negotiation, contract closure and post sales management.•Navigated large scale transactions for some of the largest public sector and IT organizations regularly engaging in presentations and interactions with business decision makers.•Developed value proposition, proposals and engaging in presentations and interactions with all levels of•customer’s business and technical decision makers throughout the sales lifecycle•Accountable for account management, account planning, territory business planning and sales quota achievement.•Collaborated with extended support teams to generate scope of work and estimates for implementation services engagements and respective contract execution with customers.Key Accomplishments: •Navigated a large contact center and managed services deal with RajCOMP Info Services Ltd. (RISL) - Government of Rajasthan (Multi-year revenue deal size= 4.5 million US $) overachieving annual target for financial year 2017.

London, Gb

•Curated “Design to Win” solutions for large enterprise account to meet customer requirements and providing greater business value for the customer leading to an increased win-rate and reduced competition. •Managed project teams involved in the delivery of specific tasks associated with ICT based business transformation programs, strategic projects and change initiatives within time, cost, and quality parameters. •Lead the development and implementation and ongoing management of policies and procedures. •Responsible to produce cost/timescale solutions/options and manage expectations as appropriate with customer or Business Unit/LoB teams. •Participated in and contribute to BT wide professional community activities where applicable e.g., knowledge sharing, best practice within BT and external industry. •Collaborated with internal teams for presales activities like providing solution designs, solution descriptions, RFP/RFQ response, low level design documents and delivering customer presentations/workshops.•Mentored team of consultants to provide technical professional solutions and new innovative services. •Established own milestones, team objectives and delegates assignments.Key Accomplishments: •Lead consulting and delivery team for complex collaboration & contact center transformation project for DHL Europe (Multi-year revenue deal size= €34 M).

Morristown, New Jersey, Us

•Crafted “Design to Win” solutions for large global and enterprise account to meet customer requirements and providing greater business value for the customer leading to an increased win-rate and reduced competition. •Worked closely with the Business units, product teams, channel partners, creating customized solutions as per the customer needs.•Partnered with regional teams for various presales activities like roadshows, solution workshops & trainings, RFP/RFQ response and sales & channel enablement.•Contributed to the success of midmarket business in the region by enabling the regional teams within Avaya as well as across partner ecosystem.•Developed value proposition, proposal documents and return on investment for customers investment decisions.•Prepared presentations and pursued interactions with all levels of business and technical decision makers throughout the sales lifecycle.•Collaborated with various team to generate scope of work and estimates for implementation services engagements.Key Accomplishments: •Was awarded as “Avaya ACE Technical Stalwart” as Lead Solution Architect for designing country’s most sophisticated centralized command and control center for Madhya Pradesh Police (Multi-year revenue deal size= 90 million US $). Built an understanding of the eco-system including various components of such operations like CAD, GIS, AVLS and engaged with their OEMs to ensure that right CC solution could be designed thus providing overall functional and architectural view to the customer and won their confidence as an expert.

Gurugram, Haryana, In

●Mentored a team of solution architects to manage the design and consulting practice for Unified Communication & Contact Center solutions for the partner ecosystem. ●Collaborated with Marketing & Sales team to support strategic business development initiatives. ●Developed presales plans following intensive market analysis to generate revenue through multiple channels including key partners and distributors. ●Fostered continually improving relationships with channel partners and key accounts, leveraging expert product knowledge and market acumen to drive significant sales growth figures.●Instrumental in growing business revenue by 15% YoY.

Paris, Fr

•Reinforced pre-sales support as a subject matter expert on Avaya’s Collaboration & Contact Center solutions. Successfully developed and executed innovative sales strategies which leverage competitive advantage and profitability through solution selling.•Crafted “Design to Win” solutions to meet customer requirements and providing greater business value for the customer leading to an increased win-rate and reduced competition. •Assisted regional solution architect team with various Presales activities.•Delivered responses to complex RFP/ RFI and develop SOW and Subscription Proposals, create and present ROI for customer’s investment decision•Conducted proactive workshops for new & existing customers. Working closely with the sales team, supporting them on business development and strategy planning for increasing revenue from existing customers and acquiring new customers.

Morristown, New Jersey, Us

•Provided presales technical support to the global sales and presales community with design, consulting, & demonstration of Avaya Solutions for global customers.•Delivered technical support and best practices documentation, improved implementation processes to help enhance cross-functional teaming between pre-sales and field implementation engineers.•Contributed a key role as a member of the training and development council in Avaya Technology and Consulting, developing training programs for Partner enablement in EMEA and delivering presentations at roadshows in India•Provided in-depth analysis and design with best practice for infrastructure requirements to implement Contact Center Self Service and Predictive Dialing solutions.

Atlanta, Georgia, Us

•Mentored the technical support team of 7 Engineers and extended Tier 3 support to the APAC clients.•Implemented, configuration and support of Noble Predictive Dialing Systems involving setting up the inbound/ outbound ACD, design and maintenance of the voice network.•Led bug finding in the Software Code and worked with the Tier 4/ Software Engineers to fix the same. •Provided technical training, presentation and demonstration to customers and business partners in the APAC region.

Executive Program In Sales & Marketing, Sales

Continued Education Program, Project Management

Bachelor Of Engineering - Be, Electronics And Communication