Manager

Must have skills: AWS contact center, Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center

Good to have skills: AWS Lambda and Lex bots, Pinpoint, Transcribe, Comprehend

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.

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

Lead practice-specific initiatives including creating points of view, creating reusable assets in contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.

Seasoned techno-functional professional with significant experience working on a large- scale business / operational transformation project

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.

Strong program management / people management skills

Minimum 7 years of experience in delivering software as a service or platform as a service projects related (pref. a mix of cloud and on-premise contact center platforms)

Hands-on experience working on the design, development and deployment of contact center solutions at scale.