Job Description
Job Description
- Technical Expertise:
- Omnichannel Platforms: Knowledge / Implementation experience of CCaaS platforms such as Genesys, Amazon Connect, Google, NICE CXone etc. Understanding of feature set, ability to evaluate and recommend go-to strategy.
- Conversation AI Solutions: Knowledge and implementation experience of Voice bots/Chat bots including opportunity assessment, Solution designing, Business case creation and leading implementation
- Agentic AI Solutions and CX Journey Enhancement- Assessing customer journeys, analyzing journey breakpoints, opportunities to improve self-serve connections, assessing the efficacy of current solutions, understanding of technology landscape and accordingly design the end-user journey.
- Agent Experience & Enablement - Implement Agent Assist tools, AI-driven knowledge management, and quality/training digitization,
- Advanced Contact Center Analytics Leverage speech/text analytics, cross-channel insights, and predictive m...
- Technical Expertise:
- Omnichannel Platforms: Knowledge / Implementation experience of CCaaS platforms such as Genesys, Amazon Connect, Google, NICE CXone etc. Understanding of feature set, ability to evaluate and recommend go-to strategy.
- Conversation AI Solutions: Knowledge and implementation experience of Voice bots/Chat bots including opportunity assessment, Solution designing, Business case creation and leading implementation
- Agentic AI Solutions and CX Journey Enhancement- Assessing customer journeys, analyzing journey breakpoints, opportunities to improve self-serve connections, assessing the efficacy of current solutions, understanding of technology landscape and accordingly design the end-user journey.
- Agent Experience & Enablement - Implement Agent Assist tools, AI-driven knowledge management, and quality/training digitization,
- Advanced Contact Center Analytics Leverage speech/text analytics, cross-channel insights, and predictive m...
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