Role : Sr AVP Digital CX- Solutions Lead
Experience :16+years
Location : NCR/Bangalore
Work Mode : Hybrid
Shift Timing: 1:30 pm 11:30pm
EXL Digital
EXL Digital leverages the core power of domain expertise as the fulcrum and infuse it with levers that include Artificial Intelligence, Machine learning, Generative AI, Dynamic Analytics, Advanced Automation, Workflows, Cloud native and Next Gen Solutions to drive digital transformation by reimagining customer journeys and enabling an agile and intelligent operations to improve revenue growth and profitability of our clients.
Role: Solution Lead Digital CX
Job Description
- Overall, 16 years plus experience and Min 10 years hands-on experience in designing CX solutions on an enterprise level or large-scale deployments
- Responsible for solution ideation and solution design
- Skilled in designing overall technical architecture and create Solution Design Document
- Review business context for solutions and recommend potential options
- Participate RFI's, RFP and Prototype development
- Communicates the architecture to the internal and external stakeholders and collaborates and coordinates the formalization of architecture
- Assures solutions not only are a fit for the specific purpose but closely align with the standard guidelines of technology solution
- Experience on setting up framework, creating solution prototypes, recommend best practices and participate in technology selection
- Strong expertise in CCaaS solutions like NICE, Genesys, AWS
- Strong Technical knowledge and experience on Node.JS, Kafka, Cloud Telephony with RT audio streaming & CTI integrations, JAVA, Web Socket is a must.
- Must be well-versed in web development and know microservices architecture
- Have a good grasp of both backend and frontend technology and framework e.g. Next.JS, Nest.JS, GraphQL, etc
- Must be well-versed in web development and know microservices architecture
- Certification in Google/AWS Cloud or LEX/POLLY or Watson Conversational AI is an advantage
- Understanding of Systems Integration & deployment models
- Conduct an architectural system evaluation and analyze client's technology environment
- Create blue print of the solution, identify potential roadblock and recommend a full proof solution/architecture
- Collaborate with project management and development teams
- Design data flow from API calls, databases, and other technologies fit into design
- Excellent communication & presentation skill is highly required.
- Proficient in working with cross functional teams
- Ready to work in flexible time zone as per client requirement
Basic Qualifications
- BE/BTech/MCA from tier I/II institute in CS/IT or other associated engineering fields
- At least 5 years experience in Digital Solution Architect role
- 3+ experiences designing and deploying CX solutions like CCaaS, Conversational AI, Generative AI models
- Experience communicating technical requirements and solutions to internal and external audiences
Preferred Qualifications
- Prior experience in a technical role as Solution Architect within a Service Organization or BPM
- Effective leadership and influencing skills in the application of AI and Cloud Computing
- Experience building chatbots or voicebots
