AVP/Senior AVP - Advance Contact Center Technologies - MNC IT/ITES Company

Job Location - Noida

This role is primarily responsible for long term planning, defining technology roadmap for advance contact center technologies and enterprise telephony services, solution designing, demonstrate value to client in proposed solutions, enterprise and business initiatives, timely response to RFP/RFI & getting Contact center related projects executed in timely manner.

- Interact with clients, front end, business development, presales, transitions team, with right solution approach interactions with experts in the industry for advancement on technologies, design, implementation, documentation, quality, performance management, & infrastructure management

Essential Functions :

- Thorough on advance contact center technologies specially have extensive experience on Omni Channel platforms

- Must have worked on one or more Omni Channel interaction platform

- Must have worked on solution involving traditional to digital channel migration

- Must have worked on integrations on CTI and related technologies

- Must have extensive experience on outbound and inbound interactive IVR technologies

- Good to have knowledge on rest APIs and its integrations

- Through knowledge on work force optimization and management tools and technologies

- Should have knowledge on digital dashboard and reporting tools and technologies

- Good to have worked on mobility solutions for interactions and or reporting

- Good knowledge on conversational AI based chatBOT platform and underlying technologies

- Should have good knowledge on SIP technologies and working knowledge on private and public methods of interconnects

- Good knowledge on custom scripting, crystal reports

- Good exposure and knowledge on speech and text analytical tools and technologies

- Extensive knowledge on predictive outbound dialer with various outbound dialing rules and in country specific compliance

- Good working knowledge of unified communication and or collaboration platform

- Good working knowledge on voice and screen recording and compliance solutions

- People and client management, leadership quality, skills and demonstration

- Ability to operate at all levels within the organization and cross functionally within multiple Client organizations

Primary Internal Interactions :

- Existing and prospective client IT and business teams

- Front end teams

- Internal Business operations team

- Technology Transitioning/presales Team

- Intra-functional interactions for various projects.

- Management level engagements

Primary External Interactions :

- Interacting with the clients, business for devising a solution.

- Interaction with vendors/ OEMs during Design, Implementation and Troubleshooting.

Organizational Relationships :

Reports To : Sr AVP- Technology Infrastructure Services

Supervises : Sr. Mgr, Mgr - Technology Infrastructure Services

Technical Skills :

- Good Understanding on various aspects of advance contact center and digital technologies

Work Experience Requirements :

11-16 years of experience on advance contact center technologies, integration, design, solutioining, implementation and management

Education Requirements - Graduate (B.E./MCA/MBA)

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