EXL IT service management
Location
Noida | India
Job description
Basic Function
This role is primarily responsible for Design, Engineering and operations of EXL's Global Contact Center Technology that are built on heterogeneous platforms consist of Cloud contact center- Amazon connect, Genesys PureCloud, Verint, Calabrio etc.. AV related services like Skype room systems- Crestron, Polycom etc,
Essential Functions
Service owner of the Voice and Contact center technology services which is a global deployment of integrated and complex implementation of multiple heterogeneous platforms providing mission critical services across 30+ clients
The list of core platforms include:
- Amazon Connect, Genesys Pure cloud etc.
- Omni Channel platform consisting of chat, email, voice and related services
- Digital Technologies- Speech Analytics, Voice/ Chatbot, RPA etc.
- Cloud based recording solutions and services for Verint and Calabrio platforms.
- The role function requires strong and hands on experience of design, engineering, implementation and operations on primary on Avaya communication manager series, Amazon Connect or Genesys Pure Cloud, Cloud SBC's . Secondary on Verint/ Calabrio applications.
- Lead Client pre-sale discussions, RFP/ RFI on contact center solutions, unique / compelling solutions, capability development of contact center services.
- Implement contact center customer solutions, enterprise contact center products
- Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLA's management, vendor management etc
- Deliver documented intellectual properties for reuse. Knowledge and experience in project management and methodologies
- Additionally, role require good understanding and exposure of:
- CTI /Screen-pop technologies and integrations with various third party systems
- Dialer technologies like, Genesys, Aspect Unified IP and or Avaya.
- Thorough understanding of compliance and security related understanding with respect of contact center devices on various platforms and contact center certifications like PCI DSS, HIPAA etc.
- Workforce management tool-Working knowledge and operational understanding is a must
- Working knowledge on SIP/ IP/ VOIP & Cloud telephony solutions
- Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary.
- Other Profile requirements
- Should be forward looking and have good industry trends and forthcoming technologies in the voice arena like Omnichannel capabilities, chatbot, speech analytics, virtual assistant, etc.
- Has to be a good team player, and lead from the front in setting up appropriate learning and conducive environment for development of team.
- Capacity Management w.r.t sufficient license management, understanding the projected business pipeline
- Define the high availability, disaster recovery and load balancing requirements and solutions for the project.
Job tags
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