Implementation-Conversion Analyst Senior Specialist

Implementation-Conversion Analyst Senior Specialist with 10-12 years of experience delivering and managing large scale technical contact center implementations, requiring technical expertise, commercial judgment, and excellent communication skills.

Requirements

• Previous 10-12 years of experience delivering and managing large scale technical contact center implementations
• Knowledge of contact center applications such as QM, Speech analytics, Automation, VoC, Cloud & WFM
• Working knowledge of Jira/ServiceNow
• Working knowledge /Implementation Experience of RPA tools (UiPath, AA 360 etc., NICE inContact)
• Working knowledge /Implementation Experience of Amazon Web Services (AWS) / Azure
• Good commercial judgment and ability to work in an aggressive delivery environment
• Proven operational excellence and client services experience in Back office/contact center industry
• Cross domain experience includes Payments, Banking Financial Services
• Experience in handling different kinds of Contact Center process solutions
• In-depth knowledge of contact center and BPO processes
• Exceptional presentation and demo capabilities
• Strong verbal/written communication skills
• Self-motivated, highly organized, and team-oriented