Consultant

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Role: CRM CCaaS Consultant

Experience: 5-12 Years

Location: PAN India

Technical Skills: CCaaS Solutions, CRM Integration, Genesys Cloud / NICE CXone, Amazon Connect, IVR & Call Routing, Omnichannel Customer Experience, CTI & Cloud Telephony

Job Summary

TCS is looking for an experienced CRM CCaaS Consultant with expertise in Contact Center as a Service platforms and CRM integrations. The candidate will be responsible for designing, implementing, and supporting cloud-based contact center solutions integrated with CRM systems to enhance customer experience and operational efficiency.

Must Have Skills

• CCaaS (Contact Center as a Service)
• Genesys Cloud / NICE CXone / Amazon Connect / Five9
• CRM Integration (Dynamics 365, Salesforce, ServiceNow, Oracle CRM)
• IVR Design & Call Flow Configuration
• Omnichannel Customer Engagement
• Contact Center Operations
• API Integration & Web Services
• Workforce Optimization (WFO)

Roles & Responsibilities

• Design and implement CCaaS solutions based on business requirements.
• Integrate contact center platforms with CRM applications.
• Configure IVR, routing strategies, chat, email, and voice channels.
• Work closely with business stakeholders to gather and analyze requirements.
• Manage deployment, migration, and support activities.
• Troubleshoot platform and integration issues.
• Ensure adherence to security, compliance, and best practices.
• Prepare technical documentation and conduct knowledge transfer sessions.

Preferred Skills

• Experience with Salesforce Service Cloud or Dynamics 365 Customer Service.
• Knowledge of AI-driven customer service solutions, chatbots, and conversational AI.
• Understanding of SIP, VoIP, CTI, and cloud telephony.
• Experience in Agile delivery models.
• Relevant CCaaS platform certifications.