Director - Information Technology - Contact Center Technology

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.)