- Oversee the comprehensive design of IVR/Chat CCaaS solutions that are tailored to the unique needs of our clients, leveraging industry-leading technologies and platforms.
- Lead fact-finding discovery sessions with client stakeholders to ensure alignment of requirements

Client Management:
- Managing customer communication & relationships
- Guide the client on technology evaluation, technical thought leadership and direction for Conversational AI projects
- Constantly sync with the product & Business team to align on business priorities, and plan for long term and short-term architecture goals
- Showcase thought leadership on technology roadmaps, agile development methodologies and best practices
- Challenge and inspire customers and peers to solve difficult problems with ambitious and novel solutions

Project Delivery:
- Own the complete SDLC of our product(s) by managing the solutioning, engineering, testing, release and maintenance
- Lead engagements with multiple work-streams; prepare project plans and manage deliverables




- Guide and help team members to debug and solve technical problems
- Review and perform code walkthrough and quality reviews

Team management:
- Work with the team to identify and qualify business opportunities. Identify key customer technical objections and develop a strategy to resolve technical blockers
- Ensure proper skill development of team members
- Travel to customer sites, conferences, and other related events as required

Required Skills:
- Proficiency in some common core systems used in contact centers (ie: CRM: (Salesforce, Zendesk, etc), WFM (Alveria, Genesys Cloud, etc), especially from a contact center integration standpoint Hands on experience with some common CCaaS platforms (eg, Five9, Genesys, Avaya) Understanding of Queue and Workflow Optimization
- Implemented IVR systems and call routing strategies
- Design and manage effective call queues, prioritization rules, skill-based routing and overflow strategies
- Automate wo

📌 Engagement Manager (Mumbai)
🏢 Quantiphi Analytics Solutions
📍 Mumbai