Contact Center Specialist
- Capgemini
- 4 - 9 years
- Hyderabad
- 1 month ago
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Job Description
- Main Responsibilities
- Ability to design solutions around CCaaS (Genesys PureCloud, Amazon Connect, NICE CXOne, Nuance) tool in complex environments with integrations to CRM, MDM etc.
- Ability to work with enterprise and network architects to design low level architecture diagram.
- Ability to interact with client technical stakeholders and propose best technical option suitable for the long-term solution.
- Ability to understand client ask, create estimates, and plan technical execution by understanding technical dependencies.
- Provide leadership & direction in the areas of technology and to facilitate and enable growth and business agility.
- Work with dev leads and address core issues related to performance, security, scalability etc.
- Coach and mentor junior developers and other team members. Conduct code reviews to ensure code quality, maintainability, and security.
- Contribute to architectural project plans, to obtain approval for detailed plans and resource estimates.
- Must have experience with implementation knowledge management, RPA, Omni channel and cloud migration.
- Design efficient agent desktop by integrating with underlying systems
- Collaborate with UI/UX and conversation design teams to develop a solution for Chatbot and Voice bot
- Ability to oversee entire contact center solution by understanding dependencies on data, API, reporting, KPIs and high level delivery
- Demonstrate ability to leverage Gen AI to design optimal contact center experience for both customers and agents
- Must Have
- 10+ years of experience in leading CCaaS platform such as Genesys, NICE, Amazon Connect, Avaya or Cisco
- 5+years of hands-on development background with java/springboot/APIs
- 5+ years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics
- Must have knowledge of key cloud platforms such as AWS, MS Azure or GCP
- Must have thorough understanding of Telephony protocols and architecture
- Must have experience of at least 2 big projects migrating from on-prem to CCaaS
- Must have through understanding of security mechanism, voice bio, masking etc.
- Conversant with leading AI modules and how those are linked with CCaaS tools
- 2+ years of hands on experience with Gen AI tools like Kore.AI, Nuance, Microsoft CoPilot
- Must have advance certification like
- Genesys Cloud CX Certified Developer
- Genesys Cloud Certified API Developer
- Genesys Cloud Scripting Certified Specialist
- GCP (Genesys Cloud Professional)
- CCNP(Cisco Certified Network Professional)
- CCIE(Cisco Contact Center Implementing Enterprise)
- NICE CXOne Core Plus
- Nice to have
- Experience with QM and Workforce Management
- Knowledge of AI tools
- Knowledge of leading CRM like Salesforce or MS Dynamics is a plus
- Knowledge of middleware like MuleSoft, Boomi as well as ETL tools like Informatica, Kingswaysoft
- Knowledge of Jira and Scrum is preferable.Role & responsibilities
Preferred candidate profile
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Software Development - OtherEmployement Type: Full timeContact Details:
Company: CapgeminiLocation(s): Hyderabad+ View Contact
Keyskills: contact centre IVR amazon connect Cisco Genesys Avaya
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₹ 1-5.5 Lacs P.A
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