Contact center SME implementing Contact center solution
- Company : Multicloud4u Technologies
- Requirement Type : Full Time
- Industry : Banking and Finance
- Location : City: Gurgaon State: Haryana Country: India (IN)
- Key Skills : Contact Center Platforms, IVR & Call Routing Design, IVR & Call Routing DesignOmnichannel Integration, Telephony & SIP Protocols, CRM Integration, Analytics & Reporting, Cloud Solutions, Workforce Management (WFM), Business Analysis, Process Mapping & Optimization, Project Management, Stakeholder Management, Training & Support
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Description
Contact Recruiter : [email protected]
Note: This Requirment is either from the Multicloud4u Technologies or from its global partner, please contact recuiter directly for further information
Job highlights
- Experience in Year : 8 - 15
- Domain Requirements : Banking
- Domain Experience : 8
- Authorized To Work : India
Job Summary:
We are seeking a highly experienced and knowledgeable Contact Center Subject Matter Expert (SME) to lead and support the implementation of contact center solutions. This role is pivotal in ensuring a seamless deployment and optimization of the contact center platform to enhance customer service operations and user experience.
Key Responsibilities:
- Act as the primary SME for contact center transformation and implementation projects.
- Collaborate with internal stakeholders to gather business requirements and translate them into functional solutions.
- Work with technology vendors, system integrators, and internal IT teams to design and deploy end-to-end contact center solutions (including IVR, ACD, call routing, omnichannel integration, reporting, etc.).
- Provide technical and operational expertise during the planning, design, testing, and go-live phases of the project.
- Lead UAT (User Acceptance Testing), ensure quality assurance, and document workflows and processes.
- Identify risks, troubleshoot issues, and propose optimizations and enhancements.
- Train end-users, team members, and supervisors on new systems and procedures.
- Support post-implementation activities, including performance tuning, reporting, and analytics.
Qualifications:
- Bachelor’s degree in Computer Science, Business, IT, or related field (or equivalent experience).
- 5+ years of hands-on experience in contact center operations or implementation.
- Deep knowledge of contact center technologies such as Genesys, Avaya, Cisco, AWS Connect, NICE inContact, Five9, or similar platforms.
- Strong understanding of telephony, IVR flows, ACD, workforce management, CRM integration, and omnichannel customer engagement.
- Experience with project management methodologies (Agile, Waterfall).
- Excellent communication, documentation, and stakeholder management skills.
Preferred Qualifications:
- Certifications in contact center platforms (e.g., Genesys Certified Professional, AWS CCP).
- Experience in deploying AI-powered contact center solutions (chatbots, virtual agents, etc.).
- Familiarity with compliance and security frameworks relevant to customer data (e.g., PCI DSS, GDPR).
