Associate Director/AVP - Capability Development - Contact Center Domain - ITeS/BPO

Associate Director / AVP - Capability Development ( Contact Center ) - ITeS / BPO

Job Description :

Title : Associate Director / AVP - Capability Development ( Contact Center ) - ITeS / BPO

Location : Mumbai / Pune

Attributes:

- Strong contact center technology, consulting and project management skills. Experience on conversational bots (Google / AWS / Azure), CCaaS technologies (Genesys / Amazon Connect), and agent-side automation solutions (real-time analytics, desktop automation) preferred

- Understands emerging CX philosophy and practices and impact of technology like AI, ML, RPA, Bots, VA in delivering enhanced experience

- Strong research skills to identify emerging CX market trends and identify whitespaces for the organization

- Expertise to leverage previously defined technologies optimally for practical & implementable solution

- Ensure solution/capability is aligned to organization business objectives, scale & volume

- Ability to identify necessary pre-requisites & limitations

- Ability to demonstrate applicability of proposed solutions to drive short, medium- & long-term business benefits

- Guide process/domain SME's in driving digital adoption & owns the governance for such projects

Responsibilities:

- Execute ops / client-facing projects that includes conceptualization, business case, solution and positioning, project management; responsible for introducing/executing Organisations CX's suite of products

- Provide technical and CX subject matter expertise to support requirements gathering, solution design, and technical oversight

- Assist in the business development process including writing and reviewing proposals, providing technical approaches, estimates, and schedules to proposal managers, and working with account managers to identify opportunities to grow our business with existing clients

- Communicating with the management team, cross functions and account managers to keep them apprised of project activities, and to seek their consultation as necessary

Educational Qualification / Work Experience:

- PG / MBA /B.Tech / BE / Graduate with min 8+yrs of experience into Presales / Solutioning, Consulting & Knowledge of Multiple Technology Platforms in Contact Center Domain.