india - director - technology services - cis in mumbai

posted
contact
randstad india
position type
permanent
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posted
location
mumbai, maharashtra
function
Information Technology
position type
permanent
experience
15-25
reference number
61828
contact
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.

skills

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

qualification

B.E/B.Tech