Digital Transformation Leader
5 days ago
The ideal candidate will have extensive experience in the Customer Services / Service Desk domain, with a strong background in Contact Center technologies, Analytics, and consulting/solution design. With at least 6+ years of experience in Contact Center Solution Design, this individual will be able to craft technology & analytical solutions that provide valuable insights for clients to improve their technologies, performance, and business metrics.
Key Responsibilities:
• Business development efforts - response to RFXs, creation of collaterals and presales support
• Thought leadership Point of Views, demos, use cases, collaterals to support Customer Service Analytics/AI pursuits/solution design efforts
• Subject Matter Expert for Contact Center within the Analytics/AI Practice
Requirements:
• Strong analytics (consulting and solution development skills) and business acumen in addition to quantitative and analytical capabilities
• Expertise in any of the following: Domain: Customer service, Contact Center, Service desk, Help desk in any industry vertical. Analytics: Contact Center Analytics, Contact Elimination Analytics, Generate business operational and business insights from contact center data like call data, chat data, etc. AI/ML/Data Science: Skills in Statistical modeling and Machine Learning. Contact center modernization strategy and technology advancement – latest innovations.
• Excellent experience in Python, R, SQL, Excel, Decision Trees, CART, SEM, Forecasting techniques and tools like regression, correlation etc.
• Willingness to work in a startup type, hands-on environment, across different time zones often under strict timelines.
• Ability to conceive new solutions/offerings relevant to industry demand and take them to market through sales functions.
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