Required Skills: Successful candidates will have demonstrated the following skills and characteristics:
Must Have:
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Internal & External stakeholder management
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Familiarity with the CCaaS domain,
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In-depth functional knowledge of sell-service (IVR, Chat Bots) , omni channel & agent desktop applications) of CCaaS platforms like MS DCCP, Amazon Connect , NICECXOne, , Genesys Cloud , Cisco Webex CC, Cisco HCS, UCCE/PCCE
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Governance & communication skills
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Deeper techno functional CCaaS expertise for the platforms MS DCCP, Amazon Connect, Genesys Cloud/NICE CX One.
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Analyze existing business processes and identify opportunities for improvement through technology.
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Translate business requirements into technical specifications for development teams.
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Create process maps, use cases, and user stories to illustrate requirements and workflows.
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Facilitate workshops and meetings with cross-functional teams to ensure alignment on project goals.
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Assist in the testing and validation of cloud contact center solutions, ensuring they meet business needs.
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Monitor project progress and provide regular updates to stakeholders.
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Stay current with industry trends and best practices related to cloud contact centers and customer experience.
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Ensure compliance with industry standards and best practices.
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Analyze test results and provide detailed reports on findings.
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Participate in agile ceremonies, providing input on quality assurance processes
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Provide effective real time demonstrations of CCaaS & AI (Bots) platforms
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Run and execute complete User Acceptance Test alongside testers
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Proficient in writing user stories in JIRA
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High proficiency in defining top notch customer facing slides/presentations
Nice to Have:
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Experience in CPaaS platforms (Twilio, Infobip) for synergies between Communication Platform As A Service & Contact Center As a Service
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Understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and their services for scalable data storage, processing, and analytics
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Work on high velocity Presales solution consulting engagements (RFP, RFI, RFQ)
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Define industry specific use cases (BFS & I, Telecom, Retail, Manlog etc)
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Defining Business Case
Roles and Responsibilities:
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Stakeholder management (internal & external)
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Proficient in writing user stories in JIRA (typically for CCaaS)
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Facilitate workshops and meetings with cross-functional teams to ensure alignment on project goals.
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Assist in the testing and validation of cloud contact center solutions, ensuring they meet business needs
•
Translate business requirements into technical specifications for development teams.
•
Create process maps, use cases, and user stories to illustrate requirements and workflows.
•
Monitor project progress and provide regular updates to stakeholders.
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Stay current with industry trends and best practices related to cloud contact centers and customer experience.
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CCaaS & Conversational AI demonstrations & Proof of Concepts to customers/prospects
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Develop and execute on project & analysis plans under the guidance of project manager
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CI CD – Git Repo, Git labs, AWS Pipeline , Azure Devops (any of these)
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Validate test requirement & analysis outcomes, recommendations with all stakeholders including the client team
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Collaborate with internal cross functional teams & leadership during project delivery engagements
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Build storylines and make presentations to the client team and/or PwC project leadership team
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Contribute to the knowledge, innovation and firm building activities
CCaaS Domain Expertise:
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Understanding of the Contact Centre as a Service domain
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Proficiency with CCaaS platforms (MS DCCP, Amazon Connect, Genesys Cloud, Cisco Webex CC, Cisco UCCE, PCCE, NICE CXOne, Calibrio, Verint, Genesys Engage)
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Stay up to date with industry trends, best practices, and emerging technologies related to CCaaS and conversational AI.
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End to End functional knowledge of Omni-Channel customer experience solutions (Conversational IVR, Chat Bots, Messaging Bots(WhatsApp, Fb, X) , Voice Bots, Email, Chat & SMS. This includes Official notification