Roles and Responsibilities:
As part of these, you will drive the following:
- Lead a team responsible for designing, developing, and implementing contact center transformations on platforms led solutions across Cloud Contact Center transformation
- Business Development: Lead and manage proposals in response to client requests / RFPs across multiple market units to ensure a continuous pipeline of opportunities / projects
- Market Unit Development: Connect and work with market unit leads to identify and understand the demand in the market in terms of both skill and scale required
- People Development: Grow the practice and business by engaging in hiring across platforms, along with nurturing, upskilling existing team.
Bring your best skills forward to excel at the role:
- Seasoned techno-functional professional with significant experience working on a large- scale business / operational transformation project
- Good understanding of contact center technology landscape.
- An understanding of AWS Cloud platform and services with Solution architect skills.
- Deep expertise on Amazon Connect product features and contact center related AWS services like Lex, Pinpoint, Transcribe, Comprehend etc
- Deep functional and technical understanding of APIs and related integration experience
- Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms
- Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.
- Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.
- Excellent communications skills
- Strong program management / people management skills
- Project Delivery: Lead a team of contact center transformation consultants and engage with the client and implementation team: for conducting design sessions, requirement gathering and grooming, give regular working demos to all stakeholders, solution design and implementation activities
