Delivery Lead - CCaas

Delivery Lead - CCaas

Experience: 15+ Years

Work Type: Direct Contract 12+ Months

Work Mode: Hybrid/WFO

Notice: 0-60 Days

Skills:

Delivery Lead

· Strong understanding and subject matter expertise in driving Contact Center Automation programmes involving CCaaS and Cloud Platform migration and AI/Automation

· Strong understanding and subject matter expertise contact center domains like, IVR call flows, ID &V Work force management, Knowledge Management, Contact Center Analytics and MI

· Past experience / Ability to drive technology changes involving Genesys Cloud, AWS Connect, Google CCAI, Nice CX, Verint, Five9, Calabrio, Knowmax, Salesforce, ezo.ai, Uniphore, Convin, Dynamics 365, Qualtrics, Nuance Gatekeeper, Google Dialogflow, Google Transcriber, Poly AI, Cogito, AWS Lex

· Good understanding of Digital Journeys (e.g. Mobile /Web Banking App)

· Relevant experience on managing complex global Programme

· Ability to define right governance structure and forums to drive the programme at pace

· Overall experience of 15 years or more

· Resource and Team Management and Leadership

· Problem solving and Critical Thinking

· Ability to navigate a complex stakeholder matrix.

· Understanding of risk management and financial aspects of programmes

· Experience in resolving conflicts and negotiation skills

· Self-driven approach , Thought leadership, Global Mindset, Customer Empathy

· Practical working knowledge of scaled agile

· Business Commerciality focus