Description

The role is responsible to drive results in the business and client contact center transitions. The professional will lead and manage the operations for cloud contact center platforms, CCaaS outreach/Auto Dialer capabilities, Campaign and lead list management. Conversational AI IVR, Chat, Call recording and platform operations. Experts in hands-on operational deployment practices and managing the services having deep knowledge in areas of contact center, network and cloud infra

Responsibilities

- Interact with business/client teams for requirement understanding and designing supported solutions
- This role is to develop and deliver industry standard CCaaS solutions meeting customer requirements and by leveraging key capabilities like CCaaS Automated Outreach/Dialer services, Advance Campaign and Lead List Management, Omni-Channel CCaaS Platforms (Amazon Connect, Genesys, NiceCXOne etc.), IVR/Architect flows, API/3rd party CRM/application integrations etc.
- Conversational AI, Sentiment and Speech Analytics,



Chat & Voice BOTs etc.
- Developing different CCaaS capabilities/features POCs basis on the needs with new age CCaaS AI solutions which make sense with business data intelligence
- Domain expertise across various industries like insurance, utilities, travel etc. will be added advantage
- Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA�s management, vendor management etc.
Deliver documented intellectual properties for reuse. Knowledge and experience in CCaaS solutions and Deliveries
- Positive understanding and experience of process diagnostics frameworks.

Qualifications

Bachelor's or Master's degree in computer science, Electronics and Communications, or a related field. 10-12 years of experience in CCaaS solutions and delivery, and consulting.

📌 Senior Specialist - Cloud CC Delivery Lead (Noida)
🏢 EXL
📍 Noida