- Understand the current landscape, tools and technology of the client
- Determine call center operations strategies from a technology perspective by conducting needs assessments, evaluating state of the art technologies and establish technical specifications
- Propose technology solution at client premise, Capgemini’s Delivery center or cloud based solution as required by the client.
- Manage End to end responsibility for implementing the proposed solution including Data (LAN/WAN connectivity) and Voice connectivity with MPLS / VPN as needed.
- Work with solutions team and propose the best technology solution suited as per the client’s requirements
- Undertake any integration activities with any of the CRM or Service Management platforms like, ServiceNow, ZenDesk and any other CRM platforms.
- You will work with Presales / Solutions Design team and partner with clients in developing and delivering Contact Center solutions that will enable smooth function of operations with cost effective solution.
- Support sales cycle with RFP/RFI/RFQ development.
- Contact Center Technology platforms like Avaya Cisco, Genesys, PBX, ServiceNow, Zendesk and any other CRM platformsContact Center Technology platforms like Avaya Cisco, Genesys, PBX, ServiceNow, Zendesk and any other CRM platforms
- Demonstrated ability to influence at all levels of management. Strategic thinker who understands the ever-changing Contact Center market