Job Description
Responsibilities:
1. Technical Expertise:
• Omnichannel Platforms: Knowledge / Implementation experience of CCaa S 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 analytics, cross-channel insights, and predic...
1. Technical Expertise:
• Omnichannel Platforms: Knowledge / Implementation experience of CCaa S 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 analytics, cross-channel insights, and predic...
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