Technologist III-SUPPORT SERVICES-Applications-CTB

2 days ago

Hyderabad India Kotak Mahindra Bank Limited Full time

Job Description Job Title: Senior Technologist - Contact Center Solutions (Genesys Dialer Specialist) Location: Mumbai, India Grade: M6 Job Family: Technologist (IC) Role Overview: We are seeking an experienced Contact Center Technology Specialist to lead the design, implementation, and optimization of dialer systems and digital transformation initiatives. The role involves setting up and managing Genesys Voice Platform and related technologies for our customer support operations, ensuring seamless integration, scalability, and compliance. Key Responsibilities: - Dialer System Implementation: Design, configure, and deploy Genesys dialer solutions for outbound and inbound contact center operations. - Migration & Upgrades: Lead migration from legacy platforms (Aspect, Tata Smart Flow) to Genesys Voice Platform manage upgrades for Cisco, Ameyo, and other dialer systems. - Project Management: Define scope, prepare BRD/FRD, and lead SIT/UAT for contact center technology projects. - Integration: Work on integrations with CRM (SFDC), WFM (NICE), and third-party applications ensure data flow and compliance. - Performance Optimization: Implement speech analytics (Nexidia), IVR automation, and dialer methodologies to improve efficiency and reduce call handling time. - Stakeholder Engagement: Collaborate with business teams, IT, and vendors to deliver cost-optimized and scalable solutions. - Compliance & Documentation: Ensure adherence to regulatory guidelines prepare audit documentation and IRDA compliance reports. Required Skills & Experience: - Experience: 10+ years in contact center technology, dialer management, and digital transformation. - Technical Expertise: Genesys Voice Platform, Cisco Dialer, Ameyo, NICE WFM, Sprinklr, Nuance Voice Biometrics. - Project Delivery: Proven track record in end-to-end project management, migration, and integration. - Domain Knowledge: Banking, Insurance, and Contact Center operations. - Tools: BRD/FRD documentation, SIT/UAT testing, load testing. - Soft Skills: Strong stakeholder management, problem-solving, and process improvement capabilities. Preferred Qualifications: - Experience in implementing Genesys Dialer for large-scale VRM setups. - Knowledge of speech analytics and AI-driven contact center solutions. - Familiarity with regulatory compliance in BFSI sector.

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