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Channels(ContactCentreAutomation)Sr Con/Manager

2 weeks ago

Bengaluru, Karnataka, India EIL Global IT Solutions and Services Pvt Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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

EIL Global is seeking a Channels Contact Centre Automation Senior Consultant Manager to join our team. This full-time role is based in Bengaluru, Pune, or Hyderabad. The candidate should have a minimum of 7 years of relevant experience and will be responsible for driving key initiatives around contact centre automation and digital transformation. This is a senior-level position requiring a deep understanding of technological advancements and automation to support business strategies.

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.