Description

You will manage the delivery and execution of B2B projects focused on Conversational AI, CCaaS migrations, implementations, and enhancements.

Responsibilities

• Oversee the design of IVR and Chat CCaaS solutions tailored to client requirements.
• Lead discovery sessions with stakeholders to align technical requirements with business needs.
• Own the complete SDLC, managing solutioning, engineering, testing, release, and maintenance.
• Manage multiple work-streams, project plans, and deliverables.
• Guide team members through technical debugging, code walkthroughs, and quality reviews.

Required Skills

• 5+ years of experience in project or engagement management.
• Hands-on experience with CCaaS platforms such as Genesys, Five9, or Avaya.
• Proficiency with contact center core systems like Salesforce, Zendesk, or Genesys Cloud.
• Deep understanding of queue and workflow optimization, including skill-based routing and overflow strategies.
• Knowledge of ACD routing concepts, including percent allocation groups and queue priority.
• Experience managing projects involving core KPIs such as AHT, AWT, ACW, and ASA.
• Familiarity with high-level network concepts including SIP and trunking.
• Strong business analysis aptitude and quantitative analysis techniques.

Preferred Skills

• Experience with AI Bot platforms like DialogFlow, Amazon Lex, IBM Watson, or Rasa.
• Understanding of NLP, sentiment analysis, and voice-based processing (TTS/STT).

Key Skills

Education

Any Graduate