Contact Center Automation | 8 to 10 years | Bengaluru & Mumbai

Job Description

  • Understand the current landscape, tools and technology of the client
  • Analyze the existing data provided by the client and come up with best optimal tools / automation solution
  • Be a part of solution design team/Presales team supporting Automating the processes and procedures
  • Solution list of tools that can be implemented based on the clients requirement and data and Manage end to end Automation and transformation solution
  • Provide YoY efficiency gains, estimated ROI, cost savings and contacts reduction based on the proposed automation solution
  • Co-ordinate and work closely with the solutions team to provide the best automation solution as part of Solution and presales team. Prepare case studies of successful automation implementation
  • Enhance user experience through CapGemini’s in-house Automation tools to our clients
  • Explore the market for better fitment of partner tools which may be beneficial to clients and CapGemini
  • In addition to Omni channel experience, explore and provide other capabilities like, Self-help portals driven by Knowledge Management resulting in touch-less operations, Chatbot and Robotic Process Automations (RPAs)
  • You will work with solutions team and partner with clients in developing and delivering automation solutions that will improve Contact Center operations efficiencies, increase the customer experience and reduce the client’s overall cost in managing the contact center

Primary Skill

  • Minimum 2 years of consulting experience or other relevant experience related to providing solution / implementation of automation tools and transformation in Contact Center opportunities as part of Presales solutions team
  • Exposure to automation platforms like RPA, Self-Heal, Self Service portals, IVR automation,Chatbots and Service Management platforms such as ServiceNow, Zendesk and any other CRM platforms

Secondary Skill

  • Support sales cycle with RFP/RFI/RFQ development

Ref:

624907

Posted on:

February 3, 2021

Experience level:

Experienced

Contract type:

Permanent

Location:

Bangalore