Customer Engagement Team Lead AI Platform (Intel Interact)

Role Overview

We are looking for an enthusiastic and technically minded Customer Engagement Team Lead to own the customer engagement journey from the first product demonstration through to conversion.

This role combines product expertise, customer engagement, sales enablement, and team leadership. You will become an expert in Intel Interact, confidently demonstrate the platform, understand customer requirements, coordinate follow-ups, and guide prospects through the evaluation process until successful conversion.

The ideal candidate enjoys interacting with customers, explaining technology in simple terms, and helping organisations understand how AI can transform their customer experience.

About Intel Interact

Intel Interact is an AI-native customer engagement platform that combines AI Agents, Human Agents, Contact Centre, Omnichannel Communications, CRM, Analytics, and Workflow Automation into a single enterprise platform.

We help organisations automate customer interactions across Voice, WhatsApp, Chat, Email, and Messaging while enabling seamless collaboration between AI and human agents.

Key Responsibilities

Product Expertise

· Become a subject matter expert on the Intel Interact platform.

· Continuously learn new platform capabilities and AI features.

· Stay up to date with product releases and roadmap.

· Work closely with Product and Engineering teams.

Customer Demonstrations

· Conduct engaging online and onsite product demonstrations.

· Understand customer pain points before each demonstration.

· Tailor demonstrations to different industries such as Healthcare, Telecom, Retail, Banking, Government, and Enterprise.

· Answer customer questions confidently.

· Showcase AI, Human Agent, Omnichannel, Analytics, CRM, and Workflow capabilities.

Customer Engagement

· Manage prospects throughout the engagement lifecycle.

· Schedule discovery sessions and demonstrations.

· Send meeting summaries and follow-up emails.

· Coordinate technical workshops where required.

· Maintain regular communication with customers.

· Build trusted relationships with decision makers.

Sales Support

· Qualify customer opportunities.

· Identify customer challenges and business objectives.

· Coordinate with Solution Architects for technical discussions.

· Work with commercial teams during proposal preparation.

· Track deal progress through every stage.

· Help maximise opportunity conversion.

CRM & Pipeline Management

· Maintain accurate CRM records.

· Track customer interactions.

· Schedule reminders and follow-ups.

· Ensure no opportunities become inactive.

· Produce weekly pipeline reports.

· Monitor engagement metrics.

Customer Success

· Support customers during proof of concept (PoC).

· Gather customer feedback.

· Identify upsell and expansion opportunities.

· Ensure smooth handover to delivery teams after contract signing.

Team Leadership

· Lead and mentor Customer Engagement Executives.

· Define engagement best practices.

· Monitor individual performance.

· Review demonstration quality.

· Coach team members to improve customer interactions.

· Build a customer-first culture.

Required Skills

· Excellent communication and presentation skills.

· Strong interpersonal skills.

· Ability to explain technical concepts to non-technical audiences.

· Confident presenting to senior executives.

· Organised and detail-oriented.

· Strong follow-up discipline.

· Commercial awareness.

· Problem-solving mindset.

· Ability to manage multiple customer engagements simultaneously.

Preferred Experience

· Experience in SaaS, AI, Contact Centre, CRM, UCaaS, CCaaS, or Enterprise Software.

· Experience conducting software demonstrations.

· Customer Success, Pre-Sales, Sales Engineering, or Solution Consulting background.

· Experience using CRM platforms.

· Experience working with enterprise customers.

Key Performance Indicators (KPIs)

· Product demonstrations completed.

· Demo-to-PoC conversion rate.

· PoC-to-customer conversion rate.

· Overall sales conversion rate.

· Customer engagement response time.

· Follow-up completion rate.

· Customer satisfaction score (CSAT).

· Average sales cycle duration.

· Pipeline value managed.

· Revenue influenced.

· Customer retention and expansion opportunities identified.

What Success Looks Like

Within the first 30 days, you will:

· Become fully certified on the Intel Interact platform.

· Independently conduct customer demonstrations.

· Successfully manage active customer opportunities.

· Build a structured follow-up process.

· Improve demonstration-to-conversion rates.

· Mentor customer engagement executives and establish best practices.