india - director - technology services - cis in mumbai

randstad india
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mumbai, maharashtra
Information Technology
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randstad india

job description

india - director - technology services - cis in mumbai

Job Description

Job Purpose and Role: The CIS Technology Partner is responsible for establishing, driving and leading technology initiatives and solutions for CIS Horizontal. He/She is expected to provide technology advisory and consulting for technology solutions and provide over-sight for solutions conception, development, deployment and support while ensuring alignment with goals.

Primary Duties and Responsibilities

  • Drive Digital Interventions in CIS processes focusing on customer interactions across channels

  • Create Next Generation CIS Value Chain leveraging new age capabilities including but not limited to ChatBots, Voice Bots, Speech & Text Analytics, Email Automation, Async Messaging etc.

  • Designing technology enabled solutions to solve business problems for our customers

  • Create Product Roadmap, Overall strategy and Blueprint for implementing Emerging Technologies in the CIS ecosystem

  • Working with delivery teams on improvement projects and delivering value outcomes through technology levers, process mapping & effort estimation, and design thinking principles

  • Lead Client presentations and workshops

  • Lead Partnerships and Alliances and work collaboratively with multiple teams to identify and onboard the right partners

  • Continually acquire knowledge on emerging technologies in the contact center space through collaboration with solution providers

Desired Skills

  • 15+ years of Experience

  • Proficient in handling technology projects, planning, pre-sales & consulting especially around customer experience (CX)

  • Prior experience in Technology Consulting and Advisory Services

  • Bachelor’s and masters degree in Information Technology / Computer Science

  • Extremely good understanding of technology trends in the CIS Space

  • Willingness and drive to continuously keep on acquiring expertise in new technologies and perform prototypes

  • Past experience (minimum 2+ years) in implementing Chat / Voice Bots on any one or more of the following platforms (Microsoft Azure, Google Dialogflow, Salesforce Einstein, AWS, Alexa, Google Home, Nuance etc.)

  • Past experience in implementing speech and text analytics solutions leveraging any one or more industry platforms (e.g. Nexedia, Verint etc.


RPA, chatbots, Speech Analytics, Text Analytics, Contact Centre solutions, AI / ML