Director - Technology Partner - BPO/ITeS

Technology Partner - Director

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, 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 of emerging technologies in the contact center space through collaboration with solution providers.

Desired Skills :

- 15+ years of Experience.

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

- Prior experience in Technology Consulting and Advisory Services.

- 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.).