Posted by: Jude
In-depth understanding of front office transformation tools and technologies like Omni Channel, CTI, interactive IVR, Interaction analytics preferably google analytics or using tensorflow including speech, Chat BOT, Unified agent desktop.
Development experience and integration expertise on CTI, customer profiling, Omni Channel, unified agent desktop and database integrations
Solution architect experience with in-depth understanding of application architecture,
Understanding of UI elements, APIs, Database interfaces etc.
Own the technical solution and ensure all technical aspects are implemented as designed.
Highlight Risk and Issues throughout the project life cycle to respective Project Manager
Identify and analyze information related to existing client systems visibly show the handoffs/handshakes between the various system, departments in the organization
Ensure best practices is followed while coding or integrations & perform code/ integration review
Work closely with stakeholders to identify issues or bottlenecks within operations processes and come up with innovative solutions to increase efficiency and effectiveness of operations
Develops tasks / objects using core workflow principles that are efficient, well structured, maintainable and easy to understand
Revert with timelines on fixes of UAT observations
Provide post implementation support to all changes
Keep the project manager and product committee informed of task accomplishment, issues and status
Ensure compliance with company & IT procedure, policies, and documentation requirements (Feasibility study, BRD, Release Notes) across project phases, guidelines around coding standards and development best practices.
Perform Technical documentation as per the Project lifecycle
Perform sanity testing before moving to Production
Share and follow best practices, development & deployment methodologies with other team members
Adequate knowledge of Technologies like Java, .Net, Python, Angular M.E.A.N
Must be competent enough to form Use cases, Screen and Interface design.
Must have business Process Orientation with excellent presentation skills.
Have worked on Open Span, Nuance platforms and solutions
Understanding of UI elements, APIs, Database interfaces etc
Thorough understanding of AI, Neural network, Speech analytics, NLP and ML technologies
Have worked on NLP and Python an added advantage
In-depth knowledge of platforms like Omni Channel, Cognitive assistants with Deep learning and knowledge management
Process Specific Skills
Having worked in a similar job in a BPO or an IT company.
Willing to work in shifts / Weekends to support US, UK and on-call duties A must.
Good understanding of Technology Trends
Soft skills (Desired)
Self-direction, Self-motivated, Flexible and team oriented person
Should be able to work independently, with minimum supervision.
A Strong sense of ownership, urgency, and drive.
Tack-sharp analytical abilities.
Strong interpersonal and communication skills.
Soft Skills (Minimum)
Strong verbal and written communication skills with the ability to deal at all levels of the organization, with external stakeholder organizations
Strong customer service orientation ability to connect with global customers and work with Global teams.
Good listening and consultative skills
Good Negotiation, persuasion and interpersonal skills
Graduate, preference for degree in Computer Science (MCA/BS/BE) with industry recognized certifications
Work Experience Requirements
Overall 8-10 years of experience with at-least 4 years of experience in Omni Channel, IVR implementation, CTI integration, Open span implementation
Master`s degree or Bachelor's degree; combined with equivalent additional qualifications and/ or experience
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