Axis Bank - Technology Lead - Contact Centre

Axis Bank - Technology Lead - Contact Centre

- Person would be primarily responsible for delivering a technical interface across digital service lines for a great customer experience through a variety of customer contact channels like Phone, Email, Web/Live Chat, Video and other Social correspondence.

- Should possess 14+ years experience in Customer Engagement Solution Architecture.

- Should possess sound technical experience in Designing, implementing and supporting entire Voice Infrastructure stack based on Avaya/ Genesys technology platforms.

- Proven strong background in traditional telecom voice systems - VOIP, SIP protocol, Networking/ TCP IP. Knowledge of different database technologies MSQL, Oracle, Knowledge of Customer engagement technology via Voice, video and data network requirements for optimal performance.

- Should have practical understanding of SIP and Dialler technology, Telephony, server and OS platforms including Linux, Microsoft, VMWare, AWS, and Google etc. Call Centre solution ACD, CTI-IVR integration,

- Should possess advanced skills in managing Contact Centre CRM, IVR, Dialer, WFM, and Knowledge Management Portal and should be able to have a seamless coordination established between Bank, Service Partners, and Regulatory bodies for approvals on technology deployments.

- Should possess experience in techniques and technology leading to the production and design of complex Voice and communication systems including requirements discovery and analysis, formulation of solution context, identification of solution alternatives and their assessment, technology selection and design configuration.

- Strong skills in applications development mainly within Web communication and customer engagement technology. Should possess Strong analytical skills to understand Business requirements and make technical recommendations for a cost effective solution with clear understanding of the Technical architecture.

- Should possess knowledge of all phases of Software development so as to effectively monitor the design, coding, testing and debugging and implementation. Skilled to set up and support large scale inbound and outbound Contact Centre setup.