Job Description

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Role Principal Consultant The role is of a Principal Consultant Digital Transformation DTS As part of DTS Practice the Principal Consultant shall play a key anchoring role in crafting solutions work on RFXs and act as a thought leader internally and externally to potential clients during pursuit cycle for CS Analytics The role has ample opportunities for growth learning and exposure in one of the fastest growing practices within Infosys BPM and Digital Transformation Services as well Responsibilities As a Principal Consultant in the DTS team you will Be part of Customer Service Unit Technology practice within DTS Practice Development Solution Design Be responsible for business development efforts response to RFXs creation of collaterals and presales support Develop thought leadership Point of Views demos use cases collaterals to support Customer Service Analytics AI pursuits solution design efforts EXPERIENCE SKILLS EDUCATION Work Experience 10 years experience in the Customer Services Service Desk domain extensive work experience in Contact center technologies Analytics consulting solution design role in Digital organizations practices At least 6 years experience in Contact Center Solution Design crafting technology analytical solutions Providing insights from these analytics for clients to improve their technologies performance and business metrics Candidates interested or having experience in only project delivery organizations need not apply

Key Responsibilities:

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Skills Must Have Strong analytics consulting and solution development skills and business acumen in addition to quantitative and analytical capabilities Expertise in any of the following at the minimum including o Domain Customer service Contact Center Service desk Help desk in any industry vertical o Analytics Contact Center Analytics Contact Elimination Analytics Generate business operational and business insights from contact center data like call data chat data etc o AI ML Data Science Skills in Statistical modeling and Machine Learning o Contact center modernization strategy and technology advancement latest innovations Function as a Subject Matter Expert for Contact Center within the Analytics AI Practice Strong experience in CS Analytics domain in areas like Hands on model development PD LGD EAD Exposure to some of the widely used analytics techniques like Logistic Regression Random Forest Support Vector Machine Time Series Forecasting Text Analytics Speech Analytics etc is required Excellent experience in Python R SQL Excel Decision Trees CART SEM Forecasting techniques and tools like regression correlation etc Willingness to work in a startup type hands on environment across different time zones often under strict timelines This not being a project delivery role ability to conceive new solutions offerings relevant to industry demand and take them to market through sales functions is extremely important Excellent PowerPoint and presentation skills Skills Good to Have Hands on experience with any of the analytical tools R Python etc

Technical Requirements:

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What We Are Looking For Basic Post Graduate or MBA preferred from Tier 1 institutions with graduation in Engineering Mathematics Operations Research Science Smart self driven highly focused self motivated people with top notch communication skills intellectual curiosity and passion for fast changing FS industry Demonstrated experience in building practice in a startup type environment and having led solution design in similar organization Skills priority No1 Experience in Contact center operations Business excellence Quality functions with Lean Six sigma certified black belt No2 No1 contact center Solution design Digital solutions design Transformation for contact center No3 No2 Working on Presales roles RFX Business development

Preferred Skills:

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BPM->Leadership - JL6A