Company Overview

EIL Global IT Solutions and Services Pvt Ltd is a leading IT services provider operating across the Asia Pacific and EMEA regions. Headquartered in Adelaide, Australia, the company specializes in a broad spectrum of IT infrastructure services including desktops, servers, networks, and data centre technologies. With a strong presence in digital transformation, EIL Global drives enterprise success through professional and managed services, focusing on AIOPS, AI-based workforce automation, and blockchain solutions.

Job Overview

EIL Global is seeking a Channels Contact Centre Automation Senior Consultant Manager to join our team. This full-time role is based in Bengaluru, Pune, or Hyderabad. The candidate should have a minimum of 7 years of relevant experience and will be responsible for driving key initiatives around contact centre automation and digital transformation. This is a senior-level position requiring a deep understanding of technological advancements and automation to support business strategies.

Qualifications and Skills

• In-depth experience with contact center automation (Mandatory skill) to streamline and optimize contact center processes for improved efficiency and customer satisfaction.
• Proven expertise in digital transformation (Mandatory skill) to drive technological advancements and implement innovative solutions.
• Advanced skills in PM Channels Contact Center Automation (Mandatory skill) to manage and lead project implementations effectively.
• Strong program governance abilities to oversee and ensure adherence to project milestones and budgets.
• Proficient in AI/ML technologies for integrating intelligent solutions into business processes and enhancing operational capabilities.
• Excellent stakeholder management skills for effective communication and relationship-building with internal and external parties.
• Solid experience in process optimization to identify and implement improvements in workflow efficiency and effectiveness.
• Comprehensive understanding of BA Channels Contact Center Automation for successful business analysis and solution development.

Roles and Responsibilities

• Lead and manage automation initiatives in the contact center environment, ensuring alignment with business objectives and goals.
• Develop and implement strategies for digital transformation, leveraging leading-edge technologies to enhance customer experiences.
• Collaborate with cross-functional teams to govern and manage program execution, ensuring timely delivery and quality outcomes.
• Engage with stakeholders to gather requirements, provide insights, and ensure solutions meet enterprise needs and standards.
• Conduct thorough process analysis and optimization efforts to drive operational efficiencies and reduce costs.
• Integrate AI/ML capabilities into automation projects, enhancing the intelligence and responsiveness of contact centre solutions.
• Ensure robust project management practices, aligning initiatives with strategic objectives and measuring overall success.
• Provide leadership and mentoring to junior team members, promoting knowledge transfer and skill development.