Job Description

This role focuses on leading CCaaS (Cloud Contact Center as a Service) transformation programs, designing and implementing omni-channel contact center solutions integrated with AI, automation, and analytics to enhance customer experience and agent efficiency. It requires expertise in cloud platforms (Amazon Connect, Genesys, NICECXOne), conversational AI, and complex integrations.

• This role is responsible for driving results in business and client transformation. This passionate, energetic, and service-centered role will lead and manage the Omni-channel cloud contact center platforms, Conversational AI IVR, Chat & VoiceBOTs, sentiment and speech analytics and contextual customer insights available for making human agents much smarter to drive business impact in our clients' operations.
• Design end-to-end CCaaS solutions tailored to client requirements using platforms like Amazon Connect, NICECXOne, Genesys PureCloud. Integrate AI, automation, analytics, and omni-channel capabilities into architecture.
• Driving complex programs for CCaaS consulting and transformation services with different teams across client, business, cross-functional. Provide mentorship and guidance on best practices in CCaaS architecture.
• Collaborate with stakeholders to gather business and technical requirements. Present solution designs and technical roadmaps to clients and leadership.
• Conduct testing, validation, and performance tuning. Create detailed architecture diagrams, technical documentation, and user guides.
• Domain expertise across various industries like insurance, healthcare, utilities, travel etc. will be adding advantages to this role
• Sound experience in business discovery (BRD), solution design all related process and methodologies
• Good understanding and experience of process diagnostics frameworks. Stay updated with emerging technologies and trends in CCaaS and customer experience.
• Recommend enhancements and optimizations to existing solutions.

Be recognised as a Senior Leader in a leading IT Services OrganizationYou'll join a high-performing business, backing talented individuals

• Proficiency in Cloud CCaaS Technologies i.e. Amazon Connect, Genesys PureCloud, NICECXOne etc. (Any one of them, more are good to have) across different Cloud Hyper-scalers/platforms (Amazon, MS Azure, Google)
• CCAI experience in Google/Microsoft platform services.
• Conversational AI, IVR, Speech Analytics, NLP, Chat/ VoiceBOTs and related integrations
• Strong understanding of APIs (SOAP & REST), cloud services (AWS, Azure, GCP), and integration frameworks.
• Good understanding of AI and Generative AI technologies including LLMs, SLMs and their integration for CCaaS/CX
• Ability/Understanding of code on JAVA, .Net and Python applicable to contact center environments
• Omni-Channels like Email, Chat, SMS, WhatsApp/Social Media integrations and related workflows
• Experience in complex integration with DBs, CRMs, or Payment systems (i.e. Salesforce, ServiceNow, MS Dynamics, etc.)
• Avaya, Genesys or other cloud native CTI integrations and routing logic experience
• Exposure on micro-service architecture-based cloud application development and deployment
• Thorough CCaaS Consulting and proven experience in the execution of transformational programs
• Strong understanding and working experience for measurable outcomes driven complex deliveries
• Hands experience in leveraging latest technology - Amazon Connect, NICECXOne, Genesys PureCloud and other cloud technologies (Any one of them).
• Hands-on experience in cloud architecture landscape, landing zones, micro-services architecture and applicability on re-engineering cloud contact center platforms
• Very comfortable and solid experience operating in AI and Digital technologies

A leading global operations management and analytics company that partners with businesses to drive digital transformation and improve customer experience. The organization specializes in leveraging data, advanced analytics, AI, and cloud technologies to deliver innovative solutions across industries such as healthcare, insurance, banking, and utilities.
Opportunity to lead cutting-edge CCaaS transformation programs, working with AI, automation, and cloud technologies to shape next-gen customer experiences. Gain exposure to global clients, innovative platforms, and complex integrations driving measurable business impact.

Skills Required