Channels Contact Centre Automation

5 days ago

Hyderabad Telangana, India EIL Global Full time

**Company Overview**

EIL Global IT Solutions and Services Pvt Ltd is a leading IT services provider operating across the Asia Pacific and EMEA regions. Headquartered in Adelaide, Australia, the company specializes in a broad spectrum of IT infrastructure services including desktops, servers, networks, and data centre technologies. With a strong presence in digital transformation, EIL Global drives enterprise success through professional and managed services, focusing on AIOPS, AI-based workforce automation, and blockchain solutions.

**Job Overview**

**Qualifications and Skills**
- In-depth experience with contact center automation (Mandatory skill) to streamline and optimize contact center processes for improved efficiency and customer satisfaction.
- Proven expertise in digital transformation (Mandatory skill) to drive technological advancements and implement innovative solutions.
- Advanced skills in PM Channels Contact Center Automation (Mandatory skill) to manage and lead project implementations effectively.
- Strong program governance abilities to oversee and ensure adherence to project milestones and budgets.
- Proficient in AI/ML technologies for integrating intelligent solutions into business processes and enhancing operational capabilities.
- Excellent stakeholder management skills for effective communication and relationship-building with internal and external parties.
- Solid experience in process optimization to identify and implement improvements in workflow efficiency and effectiveness.
- Comprehensive understanding of BA Channels Contact Center Automation for successful business analysis and solution development.

**Roles and Responsibilities**
- Lead and manage automation initiatives in the contact center environment, ensuring alignment with business objectives and goals.
- Develop and implement strategies for digital transformation, leveraging leading-edge technologies to enhance customer experiences.
- Collaborate with cross-functional teams to govern and manage program execution, ensuring timely delivery and quality outcomes.
- Engage with stakeholders to gather requirements, provide insights, and ensure solutions meet enterprise needs and standards.
- Conduct thorough process analysis and optimization efforts to drive operational efficiencies and reduce costs.
- Integrate AI/ML capabilities into automation projects, enhancing the intelligence and responsiveness of contact centre solutions.
- Ensure robust project management practices, aligning initiatives with strategic objectives and measuring overall success.
- Provide leadership and mentoring to junior team members, promoting knowledge transfer and skill development.

Pay: From ₹1,500,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift
- Monday to Friday

**Experience**:

- Contact center Automation: 7 years (required)
- AI/ML technologies: 5 years (required)

Work Location: In person

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