Channels ContactCenterAutomation Specialist

Job Title: Channels Contact Center Automation Specialist

Experience: 7 to 13 Years

Locations: Bangalore / Pune / Hyderabad

Job Type: Full-time, Onsite/Hybrid (as per client requirement)

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Company Description

EIL Global IT Solutions and Services Pvt Ltd is a dynamic IT service provider headquartered in Adelaide, Australia, with a strong presence across Asia Pacific and EMEA. We specialize in delivering cutting-edge IT solutions in desktops, servers, networks, and data center technologies. Our expertise spans the entire spectrum of IT infrastructure, with a focus on digital transformation through professional and managed services, AIOPS, AI-based workforce automation, and blockchain solutions.

Job Summary

We are seeking a seasoned Contact Center Automation Specialist with deep domain expertise in channel contact center platforms, digital transformation, AI-based customer interactions, and CCaaS migrations. This role involves solutioning, implementation, and managing end-to-end digital customer experience platforms across voice and non-voice channels.

Key Responsibilities

• Design and implement omni-channel contact center solutions (on-premise & cloud-based).
• Develop and execute CCaaS migration roadmaps for enterprise clients.
• Lead digital transformation engagements with focus on self-service, channel deflection, and analytics.
• Enable and configure AI-driven voice and chatbots using platforms like Nuance Mix and Google Dialogflow CX.
• Conduct detailed vendor and technology assessments to support CC platform selection.
• Own solutioning responsibilities including HLD/LLD documentation, effort estimates, costing, and architecture definition.
• Integrate Contact Center platforms with CRMs, WFO/WFM tools, and analytics solutions.
• Manage end-to-end deployment, including IVR flow design, ACD routing, and real-time monitoring setups.
• Conduct platform health audits and apply best practices to ensure robust performance.
• Collaborate with cross-functional teams and stakeholders to deliver complex transformation programs.
• Mentor junior team members and contribute to RFPs, PoCs, and client workshops.

Must-Have Skills & Tools

• Platforms: Cisco P/UCCE, WebEx CC, NICE CXOne, Microsoft DCCP, Genesys Cloud CX, Amazon Connect
• AI/Automation: Nuance Mix, Google DialogFlow CX, Amazon Lex, Agent Assist
• WFO/WFM: NICE, Calabrio
• Reporting/Analytics: Cisco CUIC, MS Power BI, Speech/Text Analytics
• IVR/Scripting: Cisco Call Studio, ICM Script Editor
• Others: CRM integrations, Campaign Management (e.g., Acqueon), Cisco ECE, Social Miner

Good to Have

• Certifications in Cisco, NICE, AWS, or Microsoft Digital Contact Center Platform.
• Experience in customer experience design, channel strategy, and platform audits.
• Familiarity with ITIL processes, Agile delivery models, and DevOps.

Education & Certification

• B.Tech or equivalent in Computer Science, Information Systems, or related field.
• Professional certifications in Contact Center platforms (e.g., Cisco Black Belt, NICE CXOne, AWS Connect).

Why Join Us?

• Opportunity to lead large-scale digital transformation projects.
• Work with a team of experts in AI-enabled customer engagement.
• Exposure to cutting-edge CCaaS and automation technologies.
• Collaborative work culture and strong career development path.