About the role
Role- Contact Centre Lead
Exp-8-16Yrs
Location- Pune
CTC- 35-38 L
Mandatory Skills-
Experience in Contact Centre space, Speech analytics, Digital transformation /omnichannel, chat/email/conversational AI experience implementation and product experience, including any experience on transformation
Ed. Qualification- Graduate in Computer Science/IT
Essential work experience:
- Overall 8-10 years of experience in contact centre space out of which last 5 years in Driving automation, digital transformation & implementation in contact center.
- Experience in delivery of development or implementation of self-service digital products/solution - Conversational AI/ML, AI/Gen AI based solution, speech analytics, NLP,RPA automation, Omni channel chat, messaging, voice, social, CX analytics
- Knowledge of contact centre ecosystem -IVR, call routing, Knowledge management, Self-service analytics, Ticketing tools, agent workstations, reporting modules
- Experience in end to end solution delivery in BFSI /BPO/Conversational AI based Platform in Contact centre space is required.
- Experience in implementing industry leading platforms Uniphore, ASAPP, Calabrio, Genesys, NICE, Avaya in digital transformation space.
- Experience in creating partner ecosystem related to Contact Centre is required.
- Experience in Web Technologies like HTML, CSS, JavaScript, and web services (REST, SOAP), SQL database & reporting
- Deployment – On Prem and cloud covering security, risk and API led integration (with various internal or external systems (Azure, AWS, (Premise, CCaaS & CPaaS).Understanding of RESTful APIs, webhooks, data exchange formats like JSON or XML.
- Knowledge of Telephony, Voice Tech, Security aspect of Contact centre.
- Should have good experience and knowledge of hardware , software requirement of telephony, IVR, CRM ( like MS Dynamics)
- Proficiency in MS Office (Word, PowerPoint, Outlook, Excel)