Job Description

Essential work experience:
1. Overall 10 to 15 years of experience in technical implementation /delivery out of which last 7+ years in the Technology led Contact Centre product /solution implementation.
2. Experience in end to end solution delivery in BFSI /BPO/Conversational AI based Platform in Contact centre space is required.
3. Experience in implementing industry leading platforms ( e.g. Genesys, NICE, Avaya, Cisco, Uniphore, CISCO), designing architecture, Dev Ops.
4. Experience in creating partner ecosystem related to Contact Centre is required.
5. Experience in delivery of digital self-service solution delivery- Conversational AI, IVR, call routing, Knowledge management, Self-service analytics, Ticketing tools
6. Experience in configuration of call routing rules, IVR scripts, agent workstations, reporting modules & integrations with CRM
7. Experience in Web Technologies like HTML, CSS, JavaScript, and web services (REST, SOAP)
8. Omni channel delivery- chat, messaging, voice, social, CX analytics, speech and text analytics, Reporting & BI,SQL database & reporting
9. Automation and interaction of RPA across various contact Centre systems along with AI /ML based automation services, NLP, Speech to Text,
10. Deployment - On Prem and cloud covering security, risk and API led integration (with various internal or external systems (Azure, AWS, (Premise, CCaaS & CPaaS).Understanding of RESTful APIs, webhooks, data exchange formats like JSON or XML