Contact Center Transformation Lead

Infosys Consulting is the worldwide management and IT consultancy unit of the Infosys Group (NYSE: INFY), a global advisor to leading companies for strategy, process engineering and technology-enabled transformation programs. We partner with clients to design and implement customized solutions to address their complex business challenges, and to help them in a post-modern ERP world. By combining innovative and human-centric approaches with the latest technological advances, we enable organizations to reimagine their future and create sustainable and lasting business value. A pioneer in breaking down the barriers between strategy and execution, Infosys Consulting delivers superior business value to its clients by advising them on strategy and process optimisation as well as IT-enabled transformation.To find out how we go beyond the expected to deliver the exceptional, visit us at

Requirements

Offering Lead – Contact Center & AI - APAC

If you want to be part of a team destined to disrupt the market with a fresh approach to Contact Center transformation, join us. We are looking for Offering Lead – Contact Center and AI who can manage end to end KPIs for this offering under AIX practice. Candidate should have strong understanding of Contact Center ecosystem, critical capabilities that make up a smart contact center (CRM / IVR / Self Service, etc) and able to vision a future that is AI driven.

Experience and Responsibilities:

• Minimum experience of 10+ years working as senior SME in Contact Centre having driven and delivered transformation programs.
• A good mix of following knowledge will be a right fit for this role. Understand Contact Center business processes: 60%, Contact Center technology: 40%.
• Must have Contact Center transformation experience, Must have exposure to CRM (Salesforce or Microsoft) – preferably implemented service management at contact center.
• Prefer if experience to Genesys or Avaya or AWS connect with conversational AI implementation (e.g. chatbot).
• Prefer candidates working with existing consulting firms, however Industry experience is welcome with right aptitude for consultative engagements.
• Good aptitude and understanding of how AI is expected to disrupt contact center of future.
• Offering lead will have following key responsibilities:
• Own the entire offering area and build/own go to market plan.
• Own the people plan across entire lifecycle.
• Design and rollout new sub offerings with likely demand in market.
• Represent Infosys Consulting in relevant events.
• Responsible to drive business targets across revenue, utilisation and knowledge management.
• Able to engage and work with technology partners to help build solution designs as well as build project plans.
• Experience working with cloud technologies such as Azure, AWS & Google Cloud.
• Good understanding of building omni-channel integrations.
• Very strong communication and presentation skills with ability to independently manage executive meetings and show business value.
• People management skills with the ability to lead a team if needed.
• Collaborate with cross-functional teams, including developers, data engineers, and project managers, to ensure successful project delivery.

Benefits

We offer you great opportunities within a dynamically growing consulting organization. You will elaborate and deliver best practice solutions and will be able to further develop your skills. At Infosys Consulting you will discover a truly global culture that embraces diversity at all levels, working with highly dedicated and motivated colleagues, a cooperative work environment and interesting training opportunities.