Cognizant - Contact Center Consultant

Experience Requirements:

- For Manager/ SM: Candidate with 10+/ XX years of strong experience in Contact Center Consulting

- For Sr. Consultant: Candidate with 6+ years of strong experience in Contact Center Consulting/ and/or Implementation / Operations

Specific Skills:

- Conduct business diagnostics to help clients establish industry leading customer service solutions and evaluation of the contact center technology, processes, procedures and training

- Create a strategic framework accompanied by actionable and tactical recommendations for modifying and enhancing the existing contact center operations, procedures and systems

- Detailed understanding of Contact Center Technology and Operations which would include ACD, Voice over IP, Outbound Dialing, CTI, WFM, IVR, Quality Monitoring, Performance Optimization, Telephony, Data Communications, Web Collaboration etc.

- Develop thoughtful and innovative strategies to improve customer experience, increase revenue generation, and reduce operational costs across customer segments through customer enablement and channel integration

- Implement Contact Center Enhancement concept transformation across the organization which includes structured workshops, meetings and other methods to staff members from various levels

- Establish and document functional, technical and contractual requirements

- Participates in post-live project activities: including evaluation of success criteria, identification of best practices, lessons learned and strategies for future releases and deployments

- Experience in consulting with fortune 500 companies / industry leaders across industry verticals

Generic Skills:

- Adept at handling pressure situations involving multiple region client teams, multi-vendor situations and global project teams

- Ability to work creatively and analytically in a problem-solving environment

- Excellent communication (written and oral) and interpersonal skills

- Ability to work effectively in a remote, virtual, global environment

- Ability to effectively perform both in a team and as an individual contributor

- Flexibility to travel within and outside of India

- Full life-cycle experience from pre-sales, business development to delivering consulting projects

- Established thought leadership through publishing white papers, point of views, speaker in forums, conceptualizing frameworks and business solutions

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