Senior Manager
3 weeks ago
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Senior Manager- Contact Center design
This role is for an individual contributor with strong technical skills.
• In this role, you will be responsible for technical delivery of IT infrastructure & contact center telephony design & implementation projects.
• You will be responsible for designing, planning and implementation & improvement projects, including design & deployment of new technology.
• Your role will function as an overlay of existing technical and domain experts and bring value through disciplined sales pursuit and IT infrastructure design and technical skills.
• You will be expected to be focused on industry trends, new technologies, business & operational requirements and know how to solve these using analytics and technology solutions.
Responsibilities
• Design & implementation of cloud contact center solutions.
• To own technical delivery of IT infrastructure design & implementation projects. (expertise in telephony & contact center)
• Act as technical interface with different stakeholders – business or operations team, project managers, internal or client or vendor technical teams.
• Understand business requirements and translate them to a technical solution.
• Participate in requirement or discovery sessions, create business requirements.
• Create & validate technical & business scope of work.
• Prepare bill of material (BOM) & pricing, create cost benefit analysis (CBA).
• Collaborate with sourcing team to answer vendor queries, scope of work finalization for vendor.
• IT infrastructure migration & new technology implementation.
• Implement solution design into production infrastructure, participate in change management meetings, change execution.
• Participate or lead change execution, UAT, go-live or cutover activities.
• Conduct proof of concept with vendor or internal teams for new technology testing.
• Support or peers training with knowledge in your expertise areas.
• Identify solution risk, document, and define remediation plan.
• Prepare technical design & architecture document, handover document.
Qualifications we seek in you
Minimum Qualifications / Skills
• Bachelor’s degree in computer science or equivalent.
• Hands-on experience in design & implementation of contact center infrastructure.
• Experience in cloud contact center design & deployment.
• Strong knowledge of cloud contact center technologies such as Amazon Connect, Genesys, Five9 etc.
• Strong understanding & hands on experience of IVR development & design, CRM, dialer, integration, database, call flow design, custom reporting, BI & contact center analytics.
• Strong knowledge of contact center tools, services such as WFM, speech analytics, IVR, CTI etc.
• Understanding and working experience of python, java, AWS cloud fundamentals.
Preferred Qualifications/ Skills
• Strong understanding of network connectivity design, proxy. Hands-on experience preferred.
• Knowledge of computers, OS, VDI etc.
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