Description

Job Description:

  • The Contact Centre SME/Consultant will be responsible for managing contact centre transformation solutions & deployments.
  • In this role the SME/Consultant will closely collaborate with business, infra & corporate security functions to deliver robust, scalable and secured outcome-driven solutions.

Skills:

  • 5+years of experience.
  • Hands-on delivery and solution experience with contact center solution, Client Cloud. IVR and ACD development experience.
  • Should have a good understanding of Client Cloud Developer APIs and their usage.
  • Experience with scripting languages like JS, and NodeJS.
  • Experience with AI/NLP engines - Google CCAI, Amazon Lex/Polly.
  • Good Understanding of contact center business operations, processes & transaction flows.
  • Understand security requirements, industry-specific compliance & certification requirements.
  • Excellent verbal and written communication skills.

Nice To Have:

  • Experience/exposure with other contact centre solutions like Amazon Connect, Nice inContact.
  • Experience/exposure with leading CRM / case management solutions – Salesforce, MSD365.
  • Oracle Peoplesoft, SAP C4C, Zendesk, ServiceNow, Jira, Freshdesk etc.
  • Experience with vendor evaluations, market analysis, vendor negotiations, vendor onboarding processes, etc.

Key Skills
Education

Any Graduate

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