Quantiphi | Engagement Manager

2 weeks ago

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

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