Job
Description
Designation - CX Tech Solution Consultant Location - Noida or Gurgaon Key Responsibilities Solution Strategy & Architecture β Partner with business leaders to define CX technology roadmaps aligned with strategic goals. β Design end-to-end architectures incorporating AI, ML, RPA, and cloud solutions to optimize customer engagement. β Ensure solutions are scalable, secure, and resilient, meeting industry best practices and compliance standards. β Develop business cases and recommend technology investments to enhance contact center efficiency and CX innovation. Digital Transformation & Innovation β Lead CX transformation initiatives, introducing next-gen technologies such as AI-driven chatbots, conversational IVRs, predictive analytics, and sentiment analysis. β Architect self-service automation strategies to improve customer interactions while reducing operational costs. β Identify opportunities to integrate voice, chat, email, social media, and messaging platforms for seamless omnichannel engagement. System Integration & Optimization β Oversee the integration of CRM, ERP, WFM, IVR, and third-party APIs to create a unified CX ecosystem. β Ensure the compatibility, interoperability, and performance of multi-channel contact center solutions. β Recommend modernization strategies for existing systems to enhance scalability and responsiveness. Technical Leadership & Advisory β Act as a trusted advisor to executives and business stakeholders, translating business objectives into practical, technology-driven solutions. β Provide technical leadership to development teams, ensuring alignment with architecture principles, security policies, and technology standards. β Drive best practices in DevOps, microservices, API development, and cloud-native architectures. β Champion continuous improvement, conducting performance assessments and optimization initiatives to enhance system efficiency Stakeholder Engagement & Business Alignment ' β Engage with business stakeholders to align technical solutions with strategic objectives. β Present architectural roadmaps, business impact analyses, and transformation strategies to stakeholders. β Work collaboratively with vendors, partners, and internal teams to evaluate, select, and implement best-fit solutions. Key Requirements Education: β Bachelor's degree or equivalent and above Experience: β 08 - 10+ years of experience in technical architecture in the airline and contact centre domain. β Proven track record of delivering digital transformation projects leveraging AI, cloud, and RPA technologies. Technical Skills: β Expertise in cloud platforms like AWS, Azure, or Google Cloud, with certifications preferred. β Strong knowledge of contact centre technologies (e.g., Genesys, Avaya, NICE, Five9, or similar). β Proficiency in API development, microservices architecture, and middleware integration. β Familiarity with DevOps practices, CI/CD pipelines, and containerization tools like Docker and Kubernetes. β Experience with analytics and reporting tools like Power BI, Tableau, or similar platforms. Show more Show less
