Job Overview:

We are hiring experienced professionals for multiple roles in the Contact Center domain, ranging from Senior Consultants to Managers. The ideal candidates should have strong project management, business analysis, or PMO experience, and a background in Contact Center technologies and automation.

Key Skill Clusters:

Cluster 1: IVR & Self-Service Automation

• IVR simplification and optimization
• Voice bot implementation for self-service
• Identification & Verification methods (CLI/ANI, OTP, Voice ID)

Cluster 2: Data, AI, and Workforce Optimization

• Real-time and historical data migration/management
• Contact center reporting, BI tools, and dashboards
• Workforce management: forecasting, scheduling, routing
• Knowledge Management Systems (KMS)
• Sentiment and intent analysis
• AI / Gen AI enabled Agent Assist tools
• Contact routing and process optimization

Cluster 3: Platform Modernization & Cloud Migration

• Contact center platform migration (voice/chat)
• CaaS implementation experience (e.g., Genesys Cloud, Amazon Connect)
• Cloud migration projects (Genesys / Amazon / Microsoft)

Required Experience:

• Strong background in Contact Center operations and technologies
• Experience in Agile project management, program governance, or business analysis
• Hands-on with tools like JIRA, Confluence, Power BI, etc.
• Excellent stakeholder coordination and communication skills
• Exposure to digital transformation and automation initiatives is a big plus