DGM - Contact Center Implementation

YEARS OF EXPERIENCE : 10 – 12 yrs

QUALIFICATIONS : Engineering and Management. Certification in Contact Center Technology is preferred

REPORTING TO : Leader – Technology Transformation

KEY RESPONSIBILITIES :

- Lead a Technology Transformation team of skilled resources to provide pre sales support, develop/implement and maintain contact center application such as WEB. IVR, Call Routing, CTI and Knowledge Management applications for global clients.

- Should have experience in pricing and commercial packaging of solutions

- Should have had technical/platform design and architecture experience, combined with application design and architecting

- Hands on experience in speech enabled IVR implementation, deployment of call routing infrastructure such as Genesys, Cisco and Avaya products and managing client or Business owner’s expectations is critical.

- Experience in managing global clients is preferred

SKILLS REQUIRED :

- Educational Background in Engineering and Management. Certification in Contact Center Technology is preferred.

- Experience in one or more of the following technologies - Genesys, Cisco and Avaya products

- Overall experience of more than 10- 12 years in Contact Center field is preferred.

- Candidate is expected to be based in India and travel (international and local) is expected to be 20% to 25%.

COMPETENCIES REQUIRED :

- Experience in managing a team of technical resources in implementing contact center technologies for a large corporation spanning a large base of contact centers and using different vendor products.

- Experience in managing large implementations and handling multiple clients or multiple projects.

Interested candidates can reach me at pushpinder@mastermindnetwork.co.in / 9650097983