Contact Center EM

While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth.

If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi

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:

1. Solution Design: a. 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. b. Lead fact-finding discovery sessions with client stakeholders to ensure alignment of requirements

2. Client Management: a. Managing customer communication & relationships 2020 Quantiphi Inc, All rights reserved b. Guide the client on technology evaluation, technical thought leadership and direction for Conversational AI projects c. Constantly sync with the product & Business team to align on business priorities, and plan for long term and short-term architecture goals d. Showcase thought leadership on technology roadmaps, agile development methodologies and best practices e. Challenge and inspire customers and peers to solve difficult problems with ambitious and novel solutions

3. Project Delivery: a. Own the complete SDLC of our product(s) by managing the solutioning, engineering, testing, release and maintenance b. Lead engagements with multiple work-streams; prepare project plans and manage deliverables c. Guide and help team members to debug and solve technical problems d. Review and perform code walkthrough and quality reviews

4. Team management: a. Work with the team to identify and qualify business opportunities. Identify key customer technical objections and develop a strategy to resolve technical blockers b. Ensure proper skill development of team members

5. Travel to customer sites, conferences, and other related events as required

Required Skills:

1. 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

2. Hands on experience with some common CCaaS platforms (e.g., Five9, Genesys, Avaya)

3. Understanding of Queue and Workflow Optimization a. Implemented IVR systems and call routing strategies b. Design and manage efficient call queues, prioritization rules, skill-based routing and overflow strategies c. Automate workflows through Automated Call Distribution (ACD)

4. Routing Concepts: Should have thorough understanding of (e.g. Percent allocation groups, queue priority, automatic redirection, first in first out queue routing, auto answer)

5. 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)

6. Experience with and familiarity of high level network concepts with call routing and contact center configuration (SIP, trunking, etc)

7. Platform Administration and Security 2020 Quantiphi Inc, All rights reserved

8. Excellent communication, articulation, abstraction, analytical and presentation skills

9. Ability to work with minimal supervision in a dynamic and time sensitive work environment

10. Team management experience is must

11. Excellent aptitude in business analysis and awareness of quantitative analysis techniques

Nice to have skills:

1. Experience with AI Bot platforms, such as DialogFlow/API.AI, Cloud ML, Microsoft Bot Framework and Azure Cognitive Services, Amazon Lex, IBM Watson, , Salesforce Einstein, Rasa etc. (as a Project Manager/Analyst/Consultant)

2. 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)

3. Well versed with voiced based processing (text to speech, speech to text)

4. Experience and knowledge of critical phases of the sales process which includes requirement gathering, sales planning, solution scoping, proposal writing and presentation

5. Knowledge and willingness to learn and apply emerging trends in business research, data science, Machine learning Artificial Intelligence, Cloud

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us