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