About the role

Job Description

Position Title, Responsibility Level

Band C2 – Senior Manager

Function

Global Technology

Reports to

AVP –Technology Infra Services

Permanent/ Temporary

Permanent

Span of Control

Individual Role

Location

Noida/Pune/BLR

Primary Role

· Interact with business/client teams for requirement understanding and designing supported solutions

· This role is to develop and deliver industry standard CCaaS solutions meeting customer requirements and by leveraging key capabilities like CCaaS Automated Outreach/Dialer services, Advance Campaign and Lead List Management, Omni-Channel CCaaS Platforms (Amazon Connect, Genesys, NiceCXOne etc.), IVR/Architect flows, API/3 rd party CRM/application integrations etc.

· Conversational AI, Sentiment and Speech Analytics, Chat & Voice BOTs etc.

· Developing different CCaaS capabilities/features POCs basis on the needs with new age CCaaS AI solutions which make sense with business data intelligence

· Domain expertise across various industries like insurance, utilities, travel etc. will be added advantage

· Good understanding and experience of process diagnostics frameworks.

Other Functions

Good communication and presentation skills
Self-motivated, team player, action and results oriented
Process driven and conceptual thinking
Innovative thinker
Quick and agile learner
Working across cultures with sensitivity, partnering, driving with a focus on business impact
Ability to coordinate multiple, cross-functional stakeholders

Primary Internal Interactions

Business Leadership
Service Delivery Managers
Digital Transformation Team
ISG Team
IT Management Team

Primary External Interactions

Client Teams – Client Business, Digital, InfoSec & Technology Teams.
External Vendors – Product & Services Vendors/Partners, Industry/Business forums

Organizational Relationships

Reports To: A VP – Technology Infra Services Supervises: Individual Contributor

Skills

Technical Skills

· Strong experience with Amazon Connect outbound dialing capabilities and integrations.

· Hands-on experience with Genesys Cloud / Genesys Engage outbound contact solutions.

· Expertise in third-party Dialer platforms such as Acqueon/Five9, Alvaria, NICE CXOne Dialer/LiveVox, or similar technologies.

· Understanding of SIP, Voice Networks, Contact Lists, Campaign Management, and Call Recording solutions.

· Experience with REST APIs, JSON, web services, and integration frameworks.

· Strong understanding of contact center workflows, routing, IVR, and telephony concepts.

· Experience with AWS services such as Lambda, API Gateway, S3, Event Bridge, SNS, SQS etc.

· Knowledge of CRM integrations (Salesforce, Dynamics 365, ServiceNow, etc.).

· Strong analytical and troubleshooting skills.

· Excellent stakeholder management and communication skills.

Other Key Specific Skills

· Hands-on experience in cloud architecture landscape, landing zones, micro-services architecture and applicability on re-engineering cloud contact center platforms

· Contact Center AI and Data led capabilities – Agentic AI led CCaaS, Autonomous Architecture and Workflows, Conversational AI, Agent Assist, Call Summarization, Co-pilot based automations, Voice Biometrics, etc.

· Very comfortable and solid experience operating in the digital world.

· Experience applied using Data and Analytics for Dialer capabilities

· Proven experience in the execution of transformational projects

· Cross functional collaboration and understanding of Network topologies/routing.

· Ability to create systems and processes to streamline efforts and operations

Education Requirements

· Graduate, preference for degree in Computer Science (MCA/BS/BE) with industry recognized certifications

Annexure:

Acknowledgement (acknowledge that the information contained in this document is factual and complete)

___________________________________ ___________________________________________ ____________________________

Candidate Supervisor/Manager Date

Senior Specialist - Cloud CC Delivery Lead