Engagement Manager

4 days ago

Delhi, India Quantiphi Full time
Role: CCaaS Engagement Manager – Conversational AI (Delivery)
Work Location : India (Mumbai, Bangalore)
Experience: 6+ years
Job Description:
As part of the core delivery team of Quantiphi, the Engagement Manager will be responsible for managing the delivery and execution of projects in a B2B environment for Conversational AI with a heavy emphasis on CCaaS migration, implementations or enhancements.
Your responsibilities will include:
Solution Design:
Oversee the comprehensive design of IVR/Chat CCaaS solutions that are tailored to the unique needs of our clients, leveraging industry-leading technologies and platforms.
Lead fact-finding discovery sessions with client stakeholders to ensure alignment of requirements
Client Management:
Managing customer communication & relationships
Guide the client on technology evaluation, technical thought leadership and direction for Conversational AI projects
Constantly sync with the product & Business team to align on business priorities, and plan for long term and short-term architecture goals
Showcase thought leadership on technology roadmaps, agile development methodologies and best practices
Challenge and inspire customers and peers to solve difficult problems with ambitious and novel solutions
Project Delivery:
Own the complete SDLC of our product(s) by managing the solutioning, engineering, testing, release and maintenance
Lead engagements with multiple work-streams; prepare project plans and manage deliverables
Guide and help team members to debug and solve technical problems
Review and perform code walkthrough and quality reviews
Team management:
Work with the team to identify and qualify business opportunities. Identify key customer technical objections and develop a strategy to resolve technical blockers
Ensure proper skill development of team members
Travel to customer sites, conferences, and other related events as required
Required Skills:
Proficiency in some common core systems used in contact centers (i.e.: CRM: (Salesforce, Zendesk, etc), WFM (Alveria, Genesys Cloud, etc), especially from a contact center integration standpoint
Hands on experience with some common CCaaS platforms (e.g., Five9, Genesys, Avaya)
Understanding of Queue and Workflow Optimization
Implemented IVR systems and call routing strategies
Design and manage efficient call queues, prioritization rules, skill-based routing and overflow strategies
Automate workflows through Automated Call Distribution (ACD)
Routing Concepts: Should have thorough understanding of (e.g. Percent allocation groups, queue priority, automatic redirection, first in first out queue routing, auto answer)
Performance Reporting: Experience with projects that include core KPIs with a demonstrated understanding of the data that drives them (e.g., AHT, AWT, ACW, ASA, agent utilization, occupancy, etc)
Experience with and familiarity of high level network concepts with call routing and contact center configuration (SIP, trunking, etc)
Platform Administration and Security
Excellent communication, articulation, abstraction, analytical and presentation skills
Ability to work with minimal supervision in a dynamic and time sensitive work environment
Team management experience is must
Excellent aptitude in business analysis and awareness of quantitative analysis techniques
Nice to have skills:
Experience with AI Bot platforms, such as DialogFlow/API.AI, Cloud ML, Microsoft Bot Framework and Azure Cognitive Services, Amazon Lex, IBM Watson, Wit.ai, Salesforce Einstein, Rasa etc. (as a Project Manager/Analyst/Consultant)
Strong understanding of the NLP space (natural language understanding, sentiment analysis, personality insight etc.), conversational interfaces, and leveraging existing services and libraries (integration, configuration, training, continuous learning)
Well versed with voiced based processing (text to speech, speech to text)
Experience and knowledge of critical phases of the sales process which includes requirement gathering, sales planning, solution scoping, proposal writing and presentation
Knowledge and willingness to learn and apply emerging trends in business research, data science, Machine learning Artificial Intelligence, Cloud

  • Hr manager

    2 weeks ago

    Delhi, India HR Manager Full time

    HR Manager |Location - Hyderabad |Experience : 5 to 10 Years|Budget : 6 to &.2 Lpa|Contact Surbhi 9990738799HR Manager / Senior HR GeneralistIdeal Experience: 5–10 years in HR, preferably in a generalist or managerial role.Salary Range: ₹6 to 7.2 LPAJob Summary:The HR Manager/Senior HR Generalist is responsible for overseeing and managing various HR...

  • Associate Regional Standards Manager

    1 month ago

    Delhi, India UL Standards & Engagement Full time

    SummaryThe Associate Regional Standards Manager will manage regional standards partnerships and engagements to drive the adaptation of safety standards in international markets and advance the mission of UL Standards & Engagement (ULSE) to make the world safer, more secure, and sustainable. The Associate Regional Standards Manager will execute the strategic...

  • Engagement Manager

    1 month ago

    delhi, India Mergen Compass Full time

    Key Attributes: Ability to comprehend data and information and communicate effectively with clients to understand their requirements Adept at driving high-quality project delivery to enable superior customer experience Ability to build positive relationships with clients and channel partners Strong analytical and quantitative problem-solving skills Good...

  • Engagement manager

    1 month ago

    Delhi, India Mergen Compass Full time

    Key Attributes:   Ability to comprehend data and information and communicate effectively with clients to understand their requirements  Adept at driving high-quality project delivery to enable superior customer experience  Ability to build positive relationships with clients and channel partners  Strong analytical and quantitative problem-solving...

  • Engagement Manager

    1 month ago

    delhi, India Mergen Compass Full time

    Key Attributes:Ability to comprehend data and information and communicate effectively with clients to understand their requirementsAdept at driving high-quality project delivery to enable superior customer experienceAbility to build positive relationships with clients and channel partnersStrong analytical and quantitative problem-solving skillsGood...

  • Engagement Manager

    1 month ago

    Delhi, India Mergen Compass Full time

    Key Attributes: Ability to comprehend data and information and communicate effectively with clients to understand their requirements Adept at driving high-quality project delivery to enable superior customer experience Ability to build positive relationships with clients and channel partners Strong analytical and quantitative problem-solving skills Good...

  • Engagement Manager

    3 months ago

    delhi, India Positka Full time

    Engagement ManagerBackgroundPFSI Solutions Pvt Ltd (Positka) is a Singapore based boutique consulting firm with blue chip multinational clients. Positka provides results focused high value support to clients in the functional areas of Cybersecurity, IT Consulting, Technology Delivery, Analytics and Business Transformation services.Positka is seeking...

  • Engagement Manager

    1 month ago

    Delhi, India Mergen Compass Full time

    Key Attributes:Ability to comprehend data and information and communicate effectively with clients to understand their requirementsAdept at driving high-quality project delivery to enable superior customer experienceAbility to build positive relationships with clients and channel partnersStrong analytical and quantitative problem-solving skillsGood...

  • Engagement Manager

    2 weeks ago

    Delhi, India Positka Full time

    Engagement ManagerBackgroundPFSI Solutions Pvt Ltd (Positka) is a Singapore based boutique consulting firm with blue chip multinational clients. Positka provides results focused high value support to clients in the functional areas of Cybersecurity, IT Consulting, Technology Delivery, Analytics and Business Transformation services.Positka is seeking...

  • Engagement Manager

    1 month ago

    New Delhi, India Mergen Compass Full time

    Key Attributes: Ability to comprehend data and information and communicate effectively with clients to understand their requirements Adept at driving high-quality project delivery to enable superior customer experience Ability to build positive relationships with clients and channel partners Strong analytical and quantitative problem-solving skills Good...

  • Engagement Manager

    7 months ago

    New Delhi, India MoEngage Inc. Full time

    About MoEngage MoEngage is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and...

  • Customer Engagement Manager

    4 weeks ago

    Delhi, India Quenext Decision Science Technology Pvt Ltd Full time

    Company: Quenext Decision Science Technology Pvt LtdLocation: BangaloreExperience: 3+ years (Preferred experience in the Power Sector)Languages: Proficient in English and KannadaRole Overview We are looking for an experienced Customer Engagement Manager to join our team at Quenext Decision Science Technology Pvt Ltd. The ideal candidate will play a...

  • Customer Engagement Manager

    4 weeks ago

    Delhi, India Quenext Decision Science Technology Pvt Ltd Full time

    Company:Quenext Decision Science Technology Pvt LtdLocation:BangaloreExperience:3+ years (Preferred experience in the Power Sector)Languages:Proficient in English and KannadaRole OverviewWe are looking for an experiencedCustomer Engagement Managerto join our team at Quenext Decision Science Technology Pvt Ltd. The ideal candidate will play a pivotal role in...

  • Engagement - Product Manager

    1 month ago

    Delhi, India Zeno Health Full time

    Top 3 Responsibilities:As an IC, build cross-channel engagement products & journeys that keep our customers coming back to our app & stores to buy more.Drive the cross-functional GTM & program management of those products & journeys to ensure customer & business success.Tell quant & qual stories w.r.t. the engagement charter to the rest of the team for...

  • Community Engagement Manager

    6 days ago

    Delhi, Delhi, India FRND Full time

    About the RoleWe are seeking a highly skilled Community Engagement Manager to join our team. This individual will be responsible for building and maintaining strong relationships with users, understanding their needs, and providing tailored solutions to enhance customer satisfaction.As a Community Engagement Manager, you will serve as the primary point of...

  • Engagement - Product Manager

    2 months ago

    delhi, India Zeno Health Full time

    Top 3 Responsibilities:As an IC, build cross-channel engagement products & journeys that keep our customers coming back to our app & stores to buy more.Drive the cross-functional GTM & program management of those products & journeys to ensure customer & business success.Tell quant & qual stories w.r.t. the engagement charter to the rest of the team for...

  • Sr Engagement Manager

    2 weeks ago

    Delhi, India Celebal Technologies Full time

    Sr. Engagement Manager / Relationship Manager Designation – Engagement Manager / Relationship ManagerLocation – MumbaiExperience – 7-12 YearsJob Description:Handle 2-3 large banking customers in the Mumbai region, building and maintaining strong relationships. Take complete ownership of the account, including P&L, ensuring sustainable growth. Grow...

  • Community Engagement Manager

    3 weeks ago

    Delhi, Delhi, India Manifest Hospitality Full time

    About Manifest HospitalityWe are a vibrant Latin bar and restaurant in South Delhi, redefining the bar scene with our unique stories and community engagement.Job DescriptionWe are seeking a highly motivated Community Engagement Manager to join our team. As a key member of our team, you will be responsible for fostering a welcoming and inclusive atmosphere by...

  • Senior Portfolio Manager

    4 weeks ago

    Delhi, Delhi, India Personifwy : Real Time Workforce Insight & Engagement Full time

    Job Overview">In this senior leadership role, you will be responsible for driving the growth and success of our wealth management business. As a seasoned professional with a proven track record in portfolio management, you will leverage your expertise to develop and implement effective strategies that drive revenue growth and enhance client...

  • Community Engagement Manager

    2 weeks ago

    Delhi, Delhi, India Glance Full time

    About GlanceGlance is a consumer technology company that operates disruptive digital platforms, including Glance, Roposo, and Nostra. We are revolutionizing the way people experience content on their smartphones.Job SummaryWe are seeking an experienced Community Engagement Manager to join our team. As a key member of our community team, you will be...