Contact Center Technology Implementation

Primary skill : Contact Center Technology Implementation

Must Have skills : Genesys+Tech Arch+ Tech Manager

Experience: 15+ Years

Location : Pan India

Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.

Must have skills : Contact Center Technology Implementation

Good to have skills : NA

Minimum 15 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:

As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

Roles & Responsibilities

•You will work closely with our clients to design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following:

• Lead a team responsible for designing, developing, and implementing contact center transformations on platforms led solutions across Cloud Contact Center transformation

• Business Development: Lead and manage proposals in response to client requests / RFPs across multiple market units to ensure a continuous pipeline of opportunities / projects

• People Development: Grow the practice and business by engaging in hiring across platforms, along with nurturing, upskilling existing team.

• Project Delivery: Lead a team of contact center transformation consultants and engage with the client and implementation team: for conducting design sessions, requirement gathering and grooming, give regular working demos to all stakeholders, solution design and implementation activities

·Provide best practices guidance and implement approach based on industry or process benchmarks

• Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.

• Lead practice-specific initiatives including creating points of view, creating reusable assets in contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.

Bring your best skills forward to excel at the role:

• Seasoned techno-functional professional with significant experience working on a large- scale business / operational transformation project

• Good understanding of contact center technology landscape.

• An understanding of AWS Cloud platform and services with Solution architect skills along with an AWS certification.

• Deep expertise on Amazon Connect product features and contact center related AWS services like Lex, Pinpoint, Transcribe, comprehend etc is a must

• Deep functional and technical understanding of APIs and related integration experience

• Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms

• Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.

• Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.

• Excellent communications skills

• Strong program management / people management skills.

Professional & Technical Skills:

• Hands-on experience working on the design, development and deployment of contact center solutions at scale.

• Hands-on development experience with cognitive service such as Amazon connect, Amazon Lex, Lambda, Pinpoint, Comprehend, Transcribe

• Experience in taking a lead role for building contact center applications that have been successfully delivered to customers

• Must have skills:

1. AWS contact center,

2. Amazon Connect flows,

3. AWS Lambda and Lex bots,

4. Amazon Connect Contact Center

• Good to have skills:

1. Amazon connect, Amazon Lex, Lambda, Pinpoint, Comprehend, Transcribe

2. Level: Senior Manager

3. Location: Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai.