- Experience in building solution and implementing CCaaS
- Understand the current landscape, tools and technology of the client
- Determine Contact 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 leveraging AWS based Amazon Connect cloud solution.
- 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.
- Explore the market for better platforms and tools which may be beneficial to Capgemini and our clients
- 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.
- You will be a “go-to guy” for any Amazon connect and cloud solution requirements as part of proposed solution
Minimum 7 to 10 years of experience working in multi-client BPO provider with Contact Center Technology platforms predominantly having worked on Amazon Connect and platforms like, ServiceNow, Zendesk and any other CRM platforms with additional experience is cloud platforms
- Support sales cycle with RFP/RFI/RFQ development & demonstrated ability to influence at all levels of management.
- Strategic thinker who understands the ever-changing Contact Center market.