: The role is responsible to drive results in the business and client contact center transitions. The qualified 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

- Good 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 Service
📍 Noida