Lead Consultant

4 weeks ago

Bengaluru, India Infosys Full time
Key Responsibilities:
  • Role Lead Consultant
  • The role is of a Lead Consultant Digital Transformation DTS
  • As part of DTS Practice the Lead Consultant shall play a key anchoring role in crafting solutions work on RFXs and act as a thought leader internally and externally to potential clients during pursuit cycle for CS Analytics
  • The role has ample opportunities for growth learning and exposure in one of the fastest growing practices within Infosys BPM and Digital Transformation Services as well
  • Responsibilities
  • As a Lead Consultant in the DTS team you will
  • Be part of Customer Service Unit AI practice within DTS Practice Development Solution Design
  • Be responsible for business development efforts response to RFXs creation of collaterals and presales support
  • Develop thought leadership Point of Views demos use cases collaterals to support Customer Service Analytics AI pursuits solution design efforts
Additional Responsibilities:
  • Work Experience
  • 8 years experience in the Customer Services Service Desk domain extensive work experience in Contact center Analytics consulting solution design role in Digital organizations practices
  • At least 6 years experience in Contact Center Analytics Solution Design crafting analytical solutions providing insights from these analytics for clients to improve Performance and business metrics
  • Candidates interested or having experience in only project delivery organizations need not apply
  • Skills Must Have
  • Strong analytics consulting and solution development skills and business acumen in addition to quantitative and analytical capabilities
  • Expertise in any of the following at the minimum including
  • o Domain Customer service Contact Center Service desk Help desk in any industry vertical
  • o Analytics Contact Center Analytics Contact Elimination Analytics Generate business operational and business insights from contact center data like call data chat data etc
  • o AI ML Data Science Skills in Statistical modeling and Machine Learning
  • Function as a Subject Matter Expert for Contact Center within the Analytics AI Practice
  • Strong experience in CS Analytics domain in areas like Hands on model development PD LGD EAD
  • Exposure to some of the widely used analytics techniques like Logistic Regression Random Forest Support Vector Machine Time Series Forecasting Text Analytics Speech Analytics etc
  • is required
  • Excellent experience in Python R SQL Excel Decision Trees CART SEM Forecasting techniques and tools like regression correlation etc
  • Willingness to work in a startup type hands on environment across different time zones often under strict timelines
  • This not being a project delivery role ability to conceive new solutions offerings relevant to industry demand and take them to market through sales functions is extremely important
  • Excellent PowerPoint and presentation skills
  • Skills Good to Have
  • Hands on experience with any of the analytical tools R Python etc
  • What We Are Looking For
  • Basic
  • Post Graduate or MBA preferred from Tier 1 institutions with graduation in Engineering Mathematics Operations Research Science
  • Smart self driven highly focused self motivated people with top notch communication skills intellectual curiosity and passion for fast changing FS industry
  • Demonstrated experience in building practice in a startup type environment and having led solution design in similar organization
Preferred Skills:

BPM->Leadership - JL6B

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