Work mode: Remote (anywhere in India)

Contract length: 6 months

Key Responsibilities

Lead end-to-end implementation and configuration of a cloud-based Contact Centre / CX platform.

Configure tenant settings, agent groups, queues, skills, routing rules and unified agent experiences.

Design and configure Voice Bots and IVR workflows.

Configure conversational AI, intent mapping and voice interaction flows.

Implement skill-based routing, queue management and routing workflows.

Configure Workforce Management (WFM) including forecasting, scheduling, shift templates and real-time adherence.

Configure Quality Management (QM) including evaluation forms, scoring rules, dashboards and reporting.

Configure outbound campaigns/dialer capabilities and post-interaction surveys.

Integrate telephony and third-party systems using SIP, APIs and related integration technologies.

Support omnichannel capabilities including digital channels such as email and messaging.

Work closely with technical and functional teams during SIT, UAT and production deployment.

Troubleshoot and resolve critical implementation and production issues.

Prepare HLD/LLD, configuration documents, as-built documentation and operational runbooks.

Conduct knowledge transfer and client administrator training.

Support go-live,



hypercare and production handover activities.

Required Skills

5+ years of hands-on experience with enterprise CCaaS / cloud contact-centre platforms.

Solid experience in IVR, Voice Bot, Conversational AI and voice application implementation.

Hands-on experience with unified routing, queues, skills and routing strategies.

Strong experience configuring WFM and Quality Management (QM).

Experience with outbound dialer/campaign configuration.

Strong understanding of SIP / telephony integrations and APIs.

Experience working across Dev, UAT and Production environments.

Strong experience in SIT/UAT, troubleshooting and production implementation.

Experience preparing technical design and implementation documentation.

Relevant platform certification is preferred.

Strong client-facing communication and stakeholder management skills.

Good to Have

BYOC / SIP integration experience.

Predictive / progressive outbound dialer experience.

Conversational AI / NLU experience.

Experience with AI-powered agent assistance or Copilot solutions.

Experience with legacy contact-centre to cloud CCaaS migrations.

Experience in enterprise contact-centre environments

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