Sr. Contact Center Specialist

Primary Role:

This role is responsible for driving results in the business and client transformation.

This passionate, energetic, and service-centered role will lead and manage the Omni channel cloud contact center platforms, Conversational AI IVR, Chat & Voice bots, sentiment and speech analytics, and contextual customer insights available for making human agents much smarter to drive business impact in our clients' operations.

This role is responsible to deliver world-class solutions and services to complement voice offerings toward a new digital normal.

As a key partner with the sales and business teams, you will also leverage the business operations to proactively develop contact center solutions, and transformation solutions and deliver them to business.

Develop industry solutions keeping customer requirements on top which is replicable and applicable across industry verticals

Ability to design a digital solution that covers conversational AI technology and multi-interface deployments

Domain expertise across various industries like insurance, utilities, travel etc will be added advantage

Good understanding and experience of process diagnostics frameworks

Other Functions:

Good communication and presentation skills

Self-motivated, team player, action and results-oriented.

Process-driven and conceptual thinking

Innovative thinker

Quick and agile learner

Working across cultures with sensitivity, partnering, and driving with a focus on business impact

Ability to coordinate multiple, cross-functional stakeholders.

Skills : Amazon Connect,Genesys,Cloud Contact,CCAS