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).