Channels ContactCenterAutomation Specialist
1 day ago
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Company Description
EIL Global IT Solutions and Services Pvt Ltd is a dynamic IT service provider headquartered in Adelaide, Australia, with a strong presence across Asia Pacific and EMEA. We specialize in delivering cutting-edge IT solutions in desktops, servers, networks, and data center technologies. Our expertise spans the entire spectrum of IT infrastructure, with a focus on digital transformation through professional and managed services, AIOPS, AI-based workforce automation, and blockchain solutions.
Job SummaryWe are seeking a seasoned Contact Center Automation Specialist with deep domain expertise in channel contact center platforms, digital transformation, AI-based customer interactions, and CCaaS migrations. This role involves solutioning, implementation, and managing end-to-end digital customer experience platforms across voice and non-voice channels.
Key Responsibilities- Design and implement omni-channel contact center solutions (on-premise & cloud-based).
- Develop and execute CCaaS migration roadmaps for enterprise clients.
- Lead digital transformation engagements with focus on self-service, channel deflection, and analytics.
- Enable and configure AI-driven voice and chatbots using platforms like Nuance Mix and Google Dialogflow CX.
- Conduct detailed vendor and technology assessments to support CC platform selection.
- Own solutioning responsibilities including HLD/LLD documentation, effort estimates, costing, and architecture definition.
- Integrate Contact Center platforms with CRMs, WFO/WFM tools, and analytics solutions.
- Manage end-to-end deployment, including IVR flow design, ACD routing, and real-time monitoring setups.
- Conduct platform health audits and apply best practices to ensure robust performance.
- Collaborate with cross-functional teams and stakeholders to deliver complex transformation programs.
- Mentor junior team members and contribute to RFPs, PoCs, and client workshops.
- Platforms: Cisco P/UCCE, WebEx CC, NICE CXOne, Microsoft DCCP, Genesys Cloud CX, Amazon Connect
- AI/Automation: Nuance Mix, Google DialogFlow CX, Amazon Lex, Agent Assist
- WFO/WFM: NICE, Calabrio
- Reporting/Analytics: Cisco CUIC, MS Power BI, Speech/Text Analytics
- IVR/Scripting: Cisco Call Studio, ICM Script Editor
- Others: CRM integrations, Campaign Management (e.g., Acqueon), Cisco ECE, Social Miner
- Certifications in Cisco, NICE, AWS, or Microsoft Digital Contact Center Platform.
- Experience in customer experience design, channel strategy, and platform audits.
- Familiarity with ITIL processes, Agile delivery models, and DevOps.
- B.Tech or equivalent in Computer Science, Information Systems, or related field.
- Professional certifications in Contact Center platforms (e.g., Cisco Black Belt, NICE CXOne, AWS Connect).
- Opportunity to lead large-scale digital transformation projects.
- Work with a team of experts in AI-enabled customer engagement.
- Exposure to cutting-edge CCaaS and automation technologies.
- Collaborative work culture and strong career development path.
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