CX & contact center architecture Role - PAN India (10-15 yrs)

1 month ago

MumbaiBangaloreHyderabadDelhi NCRPuneChennaiNoidaGurgaonGurugram, India iimjobs Full time

Required Skills:

- A strong and well-established record of accomplishment in designing and delivering Google CCAI solutions and platform

- Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements

- Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs

- Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project

- Thorough understanding of CCAI Framework and integration with internal and external components.

Read about us.

- Blogs

Required Experience:

- 13+ years of experience in working with Google CCAI solutions - creating virtual agents using Dialogflow, generating meaningful analytics using Insights, designing and implementing customer experience solutions projects (any industry).

- Passion for building leading class Google contact center solutions for clients

- Having thorough understanding of end to end Google contact center transformation

- Thorough understanding of CX & contact center architecture and project experience with Google CCAI solution is a must

- Experience on working with other Conversational AI (like Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros, etc.) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr, etc.) is good to have

- Story boarding, creating differentiated solution as per client needs and compelling story telling is a must

- Ability to work with ambiguity and exploratory mindset is a must

- Strong Analytical skills, excellent written and oral communication skills

- Experience working in a large, complex global team environment

- Excellent verbal and written communication skills, with the ability to present at the Board and C-level

- Strong project management, facilitation, and organization skills

- High on impact and influence

- Performance/Status reporting to steering committee

- Problem Solving and Conflict Management

- Ability to work effectively in a remote, inclusive, virtual, global environment

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