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Contact Center Configuration analyst- Contact Center Technical SME

Contact Center Configuration analyst- Contact Center Technical SME

Tata Consultancy Services

0 years

|

0 Lacs

Mumbai Maharashtra India

Posted:3 weeks ago| Platform:

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Skills Required

configuration drive cisco connect routing strategies ai design dialogflow openai azure vertex auto summarization analysis support deployment tuning analytics integration crm documentation

Work Mode

On-site

Job Type

Full Time

Job Description

Join the Virtual Drive At TCS 28 may 2025 for skill Contact Center Configuration analyst---- Contact Center Technical SME for PAN INDIA location exp req:5+ yrs job Location:PAN INDIA JD Key Responsibilities - Serve as the technical expert for contact center platforms (e.g., Genesys, Avaya, Cisco, Amazon Connect, NICE CXone, five9). - Configure and maintain IVRs, call flows, routing strategies, agent profiles, and AI-powered virtual agents. - Collaborate with business and AI teams to design and implement Conversational AI solutions using platforms like Google Dialogflow, Amazon Lex, or Microsoft Bot Framework - Participate in RFP and proactive deals to provide solutions across contact center - Integrate Generative AI capabilities (e.g., OpenAI, Azure OpenAI, Google Vertex AI) for use cases such as agent assist, auto-summarization, sentiment analysis, and knowledge base generation. - Support the deployment and tuning of AI models for real-time and post-call analytics. - Ensure seamless integration between AI tools, CRM systems, and contact center platforms. - Monitor and optimize AI performance, ensuring high accuracy and customer satisfaction. - Maintain documentation for AI workflows, configurations, and system changes. - Stay current with emerging AI trends and recommend innovative solutions. Show more Show less

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Tata Consultancy Services

Tata Consultancy Services

www.tcs.com

Information Technology and Consulting

Thane

500,000+ Employees

2710 Jobs

Key People

Rajesh Gopinathan

CEO and Managing Director
K. Krithivasan

Incoming CEO
N. Ganapathy Subramaniam

COO
Chandra Shekhar Kharbi

CFO

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