Director contact center technology
2 weeks ago
As the Director of Contact Center Technology, you will be responsible for defining and implementing the technology strategy for transforming our contact center operations and customer experience. You will work closely with senior leaders, business stakeholders, and technology teams to align the vision, roadmap, and execution of our digital transformation initiatives. You will also oversee the selection, adoption, and integration of various contact center technologies, RPA and intelligent automation solutions, and emerging technologies such as generative AI. You will be a hands-on leader who can drive innovation, collaboration, and excellence across the organization.
What you will be doing
Define and communicate the technology strategy and vision for digital transformation of our contact center operations and customer experience.
Lead and manage the end-to-end delivery of digital transformation projects, from ideation to implementation, ensuring alignment with business objectives, stakeholder expectations, and best practices.
Understand business processes within the contact center/Back Office environment. To present Solution Designs for Front-office and Back-office solutions.
Collaborate with senior leaders, business stakeholders, and technology teams to identify, prioritize, and scope the digital transformation opportunities and challenges.
Evaluate, select, and integrate various contact center technologies, RPA and intelligent automation solutions, and emerging technologies such as generative AI, to enhance our operational efficiency, customer satisfaction, and competitive advantage.
Lead in specifying the integration solutions, take ownership for drafting and managing high quality solution architectures aligning needs and compliance for transformation delivery.
Build a strong working relationship with the relevant groups within the org including Voice, engineering, services, Automation, product houses, alliances, and business partners where appropriate.
Establish and maintain the governance, standards, and policies for digital transformation, ensuring compliance, security, and quality.
Build and develop a high-performing team of digital transformation experts, architects, and engineers, providing coaching, mentoring, and feedback.
Monitor and measure the outcomes and benefits of digital transformation, using data-driven insights and metrics.
Stay abreast of the latest trends, developments, and best practices in contact center technologies, RPA and intelligent automation, and generative AI, and leverage them to drive continuous improvement and innovation.
What you will need
A bachelor's degree in computer science, engineering, or a related field, or equivalent work experience.
A minimum of 15 years of experience in leading and managing complex technology projects, preferably in the contact center or customer service domain.
A minimum of 8 years of experience in defining and implementing technology strategy and vision for digital transformation, preferably in the Fin Tech or financial services industry.
A proven track record of delivering successful digital transformation initiatives that resulted in significant operational improvement, customer satisfaction, and business value.
A deep understanding and hands-on experience with contact center technologies, such as IVR, CTI, CRM, chatbots, voice analytics, and omnichannel platforms.
A strong knowledge and experience with RPA and intelligent automation solutions, such as Ui Path, Automation Anywhere, Blue Prism and Microsoft Power Automate.
A familiarity and curiosity with emerging technologies such as generative AI, such as GPT-3, Llama, and experience in implementing these in production would be an added advantage.
Strong knowledge and experience with enterprise architecture, cloud computing, data analytics, and agile methodologies, such as AWS, Azure, Google Cloud, Snowflake, Tableau, and Scrum.
Strong analytical skills, being able to perform ROI / CBA analysis.
Excellent communication, presentation/demoing capabilities, and interpersonal skills, with the ability to influence and collaborate with senior leaders, business stakeholders, and technology teams.
Exceptional leadership, management, and problem-solving skills, with the ability to inspire, motivate, and empower a diverse and distributed team.
A passion for innovation, learning, and excellence, with a customer-centric and results-oriented mindset.
-
Director Contact Center Technology
3 weeks ago
Bengaluru, India Mancer Consulting Services Full timeAbout the role As the Director of Contact Center Technology, you will be responsible for defining and implementing the technology strategy for transforming our contact center operations and customer experience. You will work closely with senior leaders, business stakeholders, and technology teams to align the vision, roadmap, and execution of our digital...
-
Director Contact Center Technology
3 weeks ago
Bengaluru, India Mancer Consulting Services Full timeAbout the role As the Director of Contact Center Technology, you will be responsible for defining and implementing the technology strategy for transforming our contact center operations and customer experience. You will work closely with senior leaders, business stakeholders, and technology teams to align the vision, roadmap, and execution of our digital...
-
Contact Center Engineer, Senior Associate
3 weeks ago
Bengaluru, India RSM Delivery Center Private Limited (India) Full timeWe are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll...
-
AI Contact Center Specialist
4 weeks ago
Bengaluru, Karnataka, India Hiretek Full timeAbout HiretekHiretek is a leading organization in the field of Contact Center AI, committed to delivering innovative solutions that transform customer experiences.Job Summary:We are seeking an experienced AI Contact Center Specialist to join our team. As a key member of our engineering team, you will play a critical role in designing, developing, and...
-
AI Architect for Contact Center Innovation
4 weeks ago
Bengaluru, Karnataka, India Han Digital Solution (P) Ltd Full timeJob Title: Contact Center AI ArchitectAbout the Role: We are seeking an experienced AI Architect to lead the development and implementation of AI-driven solutions for our contact center. As a key member of our team, you will design and architect large-scale AI solutions to improve efficiency, customer satisfaction, and operational performance.Key...
-
Contact Center Agent
1 month ago
Bengaluru, Karnataka, India Tata Consultancy Services Full timeSkill - Contact Center Agent Grade-BPO 1/2/3 Location - Bangalore - 1) 1- 3 years of Previous experience in contact center / helpdesk1). 2) Excellent Communication Skills. 3) Excellent listener and empathetic communicator (oral & written) 4) Experience in HR helpdesk would be an added advantage 6) Experience in managing HR transactions with high accuracy,...
-
Contact Center Agent
1 month ago
Bengaluru, Karnataka, India Tata Consultancy Services Full timeSkill - Contact Center Agent Grade - BPO1/2/3/4/5 Location - Bangalore "1)5 -8 years of Previous experience in contact center / helpdesk1). 2) Excellent Communication Skills. 3) Excellent listener and empathetic communicator (oral & written) 4) Experience in HR helpdesk would be an added advantage 6) Experience in managing HR transactions with high...
-
Contact Center AI Architect
3 months ago
Bengaluru, India Han Digital Solution (P) Ltd Full timeJob Description :- Develop and implement AI-driven solutions for contact centers, focusing on improving efficiency, customer satisfaction, and overall operational performance.- Oversee the development and deployment of AI models and algorithms tailored to specific contact center use cases, such as natural language processing, machine learning, and predictive...
-
Contact Center Team Manager
1 month ago
Bengaluru Rural, India Shobiz Experiential Communications Pvt Ltd Full timeContact Center Manager Position at Shobiz Experiential Communications Pvt LtdAbout the Role:We are seeking an experienced Contact Center Manager to join our team at Shobiz Experiential Communications Pvt Ltd. As a Contact Center Manager, you will be responsible for ensuring a professional and service-oriented work environment by monitoring employee...
-
Cisco Contact Center Specialist
3 weeks ago
Bengaluru, India SINCERA CONSULTING INDIA PRIVATE LIMITED Full timeDescription : - Cisco Contact Center troubleshooting faults and interfacing with external vendors as well as internal Capgemini engagement representatives.- Gather, Understand and Successfully Translate business requirements into technical specifications.- Ready to work in rotational US Shifts.- Flexible work schedule to handle emergency outage or other...
-
Technical Lead
4 weeks ago
Bengaluru, Karnataka, India Ecolab Full timeJob Summary:We are seeking a highly skilled Technical Lead to support the implementation of NICE CXone cloud-based Contact Center. The ideal candidate will have strong technical expertise in contact center solutions, including ACD, skill-based routing, call recording/screen recording, speech analytics, IVR, chat, text email and workforce management (WFM).Key...
-
Bengaluru, Karnataka, India Diligent Full timeAbout DiligentDiligent is a global leader in modern governance, empowering over 1 million users and 700,000 board members and leaders with cutting-edge technology to make informed decisions. Our software solutions drive better outcomes, faster.Our MissionWe're on a mission to make the world more sustainable, equitable, and better place. Join our team of...
-
Solution Architect- Contact Center
3 weeks ago
Bengaluru, Karnataka, India Wipro Limited Full timeBengaluru, India - GSH - 3115919 **Job Description**: - Job DescriptionThis is an offshore role in Bangalore for the Solution architect. The role would be part of the Network Practice team of CIS for Transformation & managed services solutioning **Key Responsibilities**: - Supporting the Sales team in managing and maximizing customer relationships -...
-
Contact Center Solutions Architect
3 months ago
Bengaluru, Karnataka, India Tech Holding Full time**About us**: Working at Tech Holding isn't just a job, it's an opportunity to be a part of something bigger. We are a full-service consulting firm that was founded on the premise of delivering predictable outcomes and high-quality solutions to our clients. Our founders and team members have industry experience and have held senior positions in a wide...
-
Bengaluru, Karnataka, India Ecolab Full timeWe are seeking a highly skilled Technical Lead to join our team at Ecolab, supporting the implementation of NICE CXone cloud-based Contact Center solutions. This role will involve leading the technical delivery of these solutions, working closely with customers to gather business needs and articulate them into detailed requirements.Responsibilities:Serve as...
-
Contact Center AI Solutions Specialist
2 weeks ago
Bengaluru, Karnataka, India Hiretek Full time**Company Overview:**Hiretek is a leading provider of innovative solutions for the contact center industry.**Salary:** The estimated salary for this role is $85,000 - $110,000 per annum, depending on location and experience.**Job Description:**We are seeking an experienced Contact Center AI Solutions Specialist to join our team. As a key member of our team,...
-
Bengaluru, India Tech Mahindra Full timeSoftware Engineer – CXone – Cloud Contact CenterWe are hiring aSoftware Engineerto join our team and support Cloud Contact Center platforms ( NICE Cxone ) .In this role, you will be involved in all aspects of Cloud technology for the Contact Center. You will be responsible for design and development of products, features, unit testing, code reviews and...
-
VoIP Engineer
2 months ago
Bengaluru, India Nouveau Labs Pvt Ltd Full timeWe are seeking a skilled Senior VoIP Developer to join our team and maintain VoIP systems and applications. The successful candidate will have experience in Call Processing, Contact Center, WebRTC, Java, Go, Lang, Python, Java, AWS, Dockers, and Microservices. The ideal candidate should also have experience in managing a team of developers and collaborating...
-
Bengaluru, India Tech Mahindra Full timeSoftware Engineer – CXone – Cloud Contact Center We are hiring a Software Engineer to join our team and support Cloud Contact Center platforms (NICE Cxone). In this role, you will be involved in all aspects of Cloud technology for the Contact Center. You will be responsible for design and development of products, features, unit testing, code reviews and...
-
Bengaluru, India Tech Mahindra Full timeSoftware Engineer – CXone – Cloud Contact Center We are hiring a Software Engineer to join our team and support Cloud Contact Center platforms (NICE Cxone). In this role, you will be involved in all aspects of Cloud technology for the Contact Center. You will be responsible for design and development of products, features, unit testing, code reviews and...