Principal Consultant

2 weeks ago

Hyderabad, India Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
 
Inviting applications for the role of Principal Consultant - IVR Specialist with Hammer Expertise
We are seeking a talented and experienced Principal Consultant with expertise in Interactive Voice Response (IVR) systems and proficiency in Hammer testing tools to join our team. In this role, you will lead IVR projects, providing strategic guidance, technical expertise, and hands-on support to ensure the successful implementation and optimization of IVR solutions for our clients.
Responsibilities
• Collaborate with clients to design and architect IVR systems that meet their business requirements and enhance customer experiences.
• Utilize Hammer testing tools to conduct thorough testing and performance analysis of IVR systems, identifying and addressing any issues or bottlenecks.
• Oversee the development and integration of IVR solutions, working closely with developers and engineers to ensure seamless integration with existing systems and applications.
• Define and implement quality assurance processes and best practices for IVR development and testing, ensuring the reliability, scalability, and performance of IVR systems.
• Monitor and optimize IVR performance, identifying areas for improvement and implementing solutions to enhance system efficiency and customer satisfaction.
• Provide guidance, training, and mentorship to team members and clients on IVR best practices, technologies, and methodologies.
Qualifications we seek in you
Minimum Qualifications / Skills
• IVR Specialist with Hammer Expertise
• Bachelor's degree in Computer Science, Information Technology, or related field (Master's degree preferred).
• years of experience in IVR systems development and implementation, with a focus on leading IVR projects and teams.
Preferred Qualifications/ Skills
• Expertise in Hammer testing tools, with hands-on experience in IVR testing, performance analysis, and troubleshooting.
• Strong understanding of IVR technologies, standards, and best practices, including VoiceXML, SIP, and CTI integration.
• Experience with IVR platforms such as Genesys, Avaya, Cisco, or Aspect is highly desirable.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with clients, stakeholders, and team members.

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