Contact Center Specialist

Capgemini

4 - 9 years

1 - 5 Lacs

hyderabad chennai bengaluru

Posted:4 days ago| Platform:

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Skills Required

contact centre ivr amazon connect cisco genesys avaya

Work Mode

Hybrid

Job Type

Full Time

Job Description

Main Responsibilities
Ability to design solutions around CCaaS (Genesys PureCloud, Amazon Connect, NICE CXOne, Nuance) tool in complex environments with integrations to CRM, MDM etc.
Ability to work with enterprise and network architects to design low level architecture diagram.
Ability to interact with client technical stakeholders and propose best technical option suitable for the long-term solution.
Ability to understand client ask, create estimates, and plan technical execution by understanding technical dependencies.
Provide leadership & direction in the areas of technology and to facilitate and enable growth and business agility.
Work with dev leads and address core issues related to performance, security, scalability etc.
Coach and mentor junior developers and other team members. Conduct code reviews to ensure code quality, maintainability, and security.
Contribute to architectural project plans, to obtain approval for detailed plans and resource estimates.
Must have experience with implementation knowledge management, RPA, Omni channel and cloud migration.
Design efficient agent desktop by integrating with underlying systems
Collaborate with UI/UX and conversation design teams to develop a solution for Chatbot and Voice bot
Ability to oversee entire contact center solution by understanding dependencies on data, API, reporting, KPIs and high level delivery
Demonstrate ability to leverage Gen AI to design optimal contact center experience for both customers and agents
Must Have
10+ years of experience in leading CCaaS platform such as Genesys, NICE, Amazon Connect, Avaya or Cisco
5+years of hands-on development background with java/springboot/APIs
5+ years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics
Must have knowledge of key cloud platforms such as AWS, MS Azure or GCP
Must have thorough understanding of Telephony protocols and architecture
Must have experience of at least 2 big projects migrating from on-prem to CCaaS
Must have through understanding of security mechanism, voice bio, masking etc.
Conversant with leading AI modules and how those are linked with CCaaS tools
2+ years of hands on experience with Gen AI tools like Kore.AI, Nuance, Microsoft CoPilot
Must have advance certification like
Genesys Cloud CX Certified Developer
Genesys Cloud Certified API Developer
Genesys Cloud Scripting Certified Specialist
GCP (Genesys Cloud Professional)
CCNP(Cisco Certified Network Professional)
CCIE(Cisco Contact Center Implementing Enterprise)
NICE CXOne Core Plus
Nice to have
Experience with QM and Workforce Management
Knowledge of AI tools
Knowledge of leading CRM like Salesforce or MS Dynamics is a plus
Knowledge of middleware like MuleSoft, Boomi as well as ETL tools like Informatica, Kingswaysoft
Knowledge of Jira and Scrum is preferable.
Role & responsibilities

Preferred candidate profile

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