Director - CIS - BPM

Position : Director - CIS

Location : Vikroli - Mumbai

CIS Technology Partner

Job Purpose and Role : The CIS Technology Partner is responsible for establishing, driving and leading technology initiatives and solutions for CIS Horizontal. He/She is expected to provide technology advisory and consulting for technology solutions and provide over-sight for solutions conception, development, and deployment and support while ensuring alignment with goals.

Primary Duties and Responsibilities :

- Drive Digital Interventions in CIS processes focusing on customer interactions across channels

- Create Next Generation CIS Value Chain leveraging new age capabilities including but not limited to ChatBots, Voice Bots, Speech & Text Analytics, Email Automation, Async Messaging etc.

- Designing technology enabled solutions to solve business problems for our customers

- Create Product Roadmap, Overall strategy and Blueprint for implementing Emerging Technologies in the CIS ecosystem

- Working with delivery teams on improvement projects and delivering value outcomes through technology levers, process mapping & effort estimation, and design thinking principles

- Lead Client presentations and workshops

- Lead Partnerships and Alliances and work collaboratively with multiple teams to identify and onboard the right partners

- Continually acquire knowledge on emerging technologies in the contact center space through collaboration with solution providers

Desired Skills :

Contact Center (cross channel) experience will be helpful

- 15+ years of Experience

- Proficient in handling technology projects, planning, pre-sales & consulting especially around customer experience (CX)

- Bachelor's and master's degree in Information Technology / Computer Science

- Extremely good understanding of technology trends in the CIS Space

- Willingness and drive to continuously keep on acquiring expertise in new technologies and perform prototypes

- Past experience (minimum 2+ years) in implementing Chat / Voice Bots on any one or more of the following platforms (Microsoft Azure, Google Dialogflow, Salesforce Einstein, AWS, Alexa, Google Home, Nuance etc.)

- Past experience in implementing speech and text analytics solutions leveraging any one or more industry platforms (e.g. Nexedia, Verint etc.)

About Client :

Client is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.

Client deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 350+ clients with the help of our 42,000+ employees. Our global footprint spans 16 countries with 61 delivery centers worldwide including in China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, United Kingdom and the United States.