Description

Own the delivery and execution of B2B Conversation AI projects, including CCaaS migration, implementations, and enhancements.

This role is hybrid.

Responsibilities

• Manage the complete SDLC of products, covering solutioning, engineering, testing, release, and maintenance.
• Lead client discovery sessions to align technical requirements with business priorities.
• Oversee the design of IVR and Chat CCaaS solutions tailored to specific client needs.
• Guide team members through technical debugging, code walkthroughs, and quality reviews.
• Prepare project plans and manage multiple workstreams to ensure timely milestone delivery.

Required Skills

• 6+ years of experience in project delivery or engagement management.
• Hands-on experience with CCaaS platforms such as Five9, Genesys, or Avaya.
• Proficiency in contact center core systems including CRM (Salesforce, Zendesk) and WFM (Alveria, Genesys Cloud).
• Deep understanding of queue and workflow optimization, including skill-based routing and overflow strategies.
• Knowledge of routing concepts like percent allocation groups, queue priority, and automatic redirection.
• Familiarity with high-level network concepts including SIP and trunking.
• Experience managing projects focused on core KPIs such as AHT, AWT, ACW, and ASA.
• Proven experience in team management and business analysis.

Preferred Skills

• Experience with AI Bot platforms such as DialogFlow, Microsoft Bot Framework, Azure Cognitive Services, Amazon Lex, or IBM Watson.
• Understanding of the NLP space, including sentiment analysis and conversational interfaces.
• Knowledge of voice-based processing including text-to-speech and speech-to-text.

Key Skills

Education

Any Graduate