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Description
Greetings from TCS!!! TCS is looking for Contact Center Technical SME Job Title - Contact Center Technical SME Experience - 8+ years Location - PAN India Role Overview We are looking for a Contact Center Technical SME with deep expertise in contact center configuration and a strong understanding of AI-driven customer engagement technologies. This role will be instrumental in configuring and optimizing contact center platforms while integrating Virtual Agents, Conversational AI, and Generative AI solutions to enhance customer experience and operational efficiency. 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. Qualifications: Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience). 8+ years of experience in contact center technology with a focus on configuration and system administration. Hands-on experience with contact center platforms and AI tools. Experience implementing Virtual Agents and Conversational AI solutions. Familiarity with Generative AI APIs and frameworks (e.g., OpenAI, Azure OpenAI, Google Cloud AI). Strong understanding of call routing, IVR design, ACD, CTI, and WFM systems. Proficiency in scripting or configuration languages used in contact center platforms. Excellent analytical, problem-solving, and communication skills. Show more Show less
