Senior Assistant Vice President

Position Title, Responsibility Level

Function

Reports to

Permanent/ Temporary

Span of Control

Location

Primary Role/Key Responsibility

• As a Solution Architect, this role demands technical solution design and implementation, leveraging software design principles, telephony communication knowledge, specially Genesys PureCloud, aligning with the customer’s contact center strategy and the business needs.
• Can design routing workflow, integrate with third-party recording systems, and WFM solutions, and help to bring data from the CRM system for auto authentication
• Have a good understanding of VOIP telephony, SBC, and other telephony components
• A technical consultant who can design data-sensitive solutions for various domains like healthcare, insurance, banking, etc.
• Can set up logging solutions and monitoring platforms
• Can independently work on the pricing of the solutions based on Genesys PureCloud and similar telephony
• Evaluate and recommend new technologies and solutions that can improve business processes and operations.
• Can define and design the software development process, quality, and coding standards, provide blueprints of the architecture to the team, help the team to understand technical requirements, help the business to understand technology flexibility and constraints
• Can work across the technology stack like Java/Springboot, Node.js, React, Python, AI/Gen-AI, and design solutions to deploy on multiple Cloud platforms like AWS/Azure/GCP, etc.
• Must have dealt with large enterprise systems, information architecture, integration touch points (API integration), etc.
• Own the technical solution and ensure all technical aspects are implemented as designed
• Must have the ability to create high-level and low-level design and architecture documents
• Must assess the risk involved in the project and highlight and mitigate it to drive the outcome
• Manage IT projects and initiatives, ensuring that they are delivered on time and within budget in close collaboration with the project managers and delivery leads
• Must be a good communicator at various levels, good at doing client conversations both technical and functional, self-motivated, a team player, good analytical ability, and problem-solving skills
  

Other Functions

• Good written and verbal communication and presentation skills
• Self-motivated, team player, action and results-oriented.
• Process-driven and conceptual thinking
• Innovative thinker and excellent problem solver
• Quick and agile learner
• Working across cultures with sensitivity, partnering, and driving with a focus on business impact
• Ability to coordinate multiple, cross-functional stakeholders
• Flexible to Travel (Domestic & International) and work according to the time zones of respective Geo-based clients and businesses
  

Primary Internal Interactions

• Senior Business Leadership
• Service Delivery Managers
• Digital transformation team
• InfoSec Team
• IT Team
  

Primary External Interactions

• Client Teams – especially Client Business & Technology Teams.
• External Vendors –Product & Services Vendors/Partners, Industry/Business forums
  

Organizational Relationships

Reports To : SAVP/VP

Supervises :

Skills

Technical Skills

• Have 10-15 yrs of experience in handling CCaaS and telephony platforms deployed on-prem and in the cloud
• Must have Genesys PureCloud deployment experience of size 500 or more agents
• Must have working knowledge of telephony platforms like Genesys, AWS Connect, Avaya, Cisco, Five9, etc.
• Must have technical understanding of different telephony data packet transfer protocols like SIP / SIPREC / gRPC / Webhook / Data Streaming
• Must have working experience with scripting languages like Python, JavaScript, etc.
• Must have hands-on experience on the cloud platform like AWS/Azure/GCP, and have a deep understanding of managed services offering
• Must have done socket programming, data streaming, VOIP, etc.
• Must have good knowledge on databases (RDS/NoSQL)
• Must have hands-on experience of application security life cycle SAST/DAST, and Chaos engineering
• Good to have an understanding of SDLC e.g. Agile, Scrum, etc.
• A good communicator with internal and external stakeholders
  

Other Key Specific Skills

• Experience in leveraging the latest technology – how to effectively employ data analytics, and machine learning for better predictability, enhance customer and end-user experience, and deeper insight into the business
• Very comfortable and solid experience operating in the digital world
• Experience applied using Conversational AI and Analytics
• Demonstrated ability to understand and discuss technical concepts and manage tradeoffs
  

Education Requirements

• Graduate, preference for a degree in Computer Science (BE/B.Tech/M.Tech) with industry-recognized certifications
• Having good exposure to the latest technological trends like CCaaS, VOIP, voice-enabled AI technologies, etc.
  

Annexure

Acknowledgement