CCaaS Pre Sales Solution Consultant

Responsibilities:

1. 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 ...