Assistant Vice President

This role is primarily responsible for Design, Engineering and operations of EXL’s Global Contact Center Technology that are built on heterogeneous platforms consist of Cloud contact center- Amazon connect, Genesys PureCloud, Verint, Calabrio etc.. AV related services like Skype room systems- Crestron, Polycom etc,

Service owner of the Voice and Contact center technology services which is a global deployment of integrated and complex implementation of multiple heterogeneous platforms providing mission critical services across 30+ clients;

The list of core platforms include:

Amazon Connect, Genesys Pure cloud etc.

Omni Channel platform consisting of chat, email, voice and related services

Digital Technologies- Speech Analytics, Voice/ Chatbot, RPA etc.

Cloud based recording solutions and services for Verint and Calabrio platforms.

The role function requires strong and hands on experience of design, engineering, implementation and operations on primary on Avaya communication manager series, Amazon Connect or Genesys Pure Cloud, Cloud SBC’s . Secondary on Verint/ Calabrio applications.

Lead Client pre-sale discussions, RFP/ RFI on contact center solutions, unique / compelling solutions, capability development of contact center services.

Implement contact center customer solutions, enterprise contact center products

Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA’s management, vendor management etc

Deliver documented intellectual properties for reuse. Knowledge and experience in project management and methodologies

Additionally, role require good understanding and exposure of:

CTI /Screen-pop technologies and integrations with various third party systems

Dialer technologies like, Genesys, Aspect Unified IP and or Avaya.

Thorough understanding of compliance and security related understanding with respect of contact center devices on various platforms and contact center certifications like PCI DSS, HIPAA etc.

Workforce management tool-Working knowledge and operational understanding is a must

Working knowledge on SIP/ IP/ VOIP & Cloud telephony solutions

Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary.