Channels ContactCenterAutomation Specialist
Channels ContactCenterAutomation Specialist
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Job Description
Job Title: Channels Contact Center Automation Specialist
Experience: 7 to 13 Years
Locations: Bangalore / Pune / Hyderabad
Job Type: Full-time Onsite/Hybrid (as per client requirement)
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Company Description
EIL Global IT Solutions and Services Pvt Ltd is a dynamic IT service provider headquartered in Adelaide Australia with a strong presence across Asia Pacific and EMEA. We specialize in delivering cutting-edge IT solutions in desktops servers networks and data center technologies. Our expertise spans the entire spectrum of IT infrastructure with a focus on digital transformation through professional and managed services AIOPS AI-based workforce automation and blockchain solutions.
Job Summary
We are seeking a seasoned Contact Center Automation Specialist with deep domain expertise in channel contact center platforms digital transformation AI-based customer interactions and CCaaS migrations. This role involves solutioning implementation and managing end-to-end digital customer experience platforms across voice and non-voice channels.
Key Responsibilities
- Design and implement omni-channel contact center solutions (on-premise & cloud-based).
- Develop and execute CCaaS migration roadmaps for enterprise clients.
- Lead digital transformation engagements with focus on self-service channel deflection and analytics.
- Enable and configure AI-driven voice and chatbots using platforms like Nuance Mix and Google Dialogflow CX.
- Conduct detailed vendor and technology assessments to support CC platform selection.
- Own solutioning responsibilities including HLD/LLD documentation effort estimates costing and architecture definition.
- Integrate Contact Center platforms with CRMs WFO/WFM tools and analytics solutions.
- Manage end-to-end deployment including IVR flow design ACD routing and real-time monitoring setups.
- Conduct platform health audits and apply best practices to ensure robust performance.
- Collaborate with cross-functional teams and stakeholders to deliver complex transformation programs.
- Mentor junior team members and contribute to RFPs PoCs and client workshops.
Must-Have Skills & Tools
- Platforms: Cisco P/UCCE WebEx CC NICE CXOne Microsoft DCCP Genesys Cloud CX Amazon Connect
- AI/Automation: Nuance Mix Google DialogFlow CX Amazon Lex Agent Assist
- WFO/WFM: NICE Calabrio
- Reporting/Analytics: Cisco CUIC MS Power BI Speech/Text Analytics
- IVR/Scripting: Cisco Call Studio ICM Script Editor
- Others: CRM integrations Campaign Management (e.g. Acqueon) Cisco ECE Social Miner
Good to Have
- Certifications in Cisco NICE AWS or Microsoft Digital Contact Center Platform.
- Experience in customer experience design channel strategy and platform audits.
- Familiarity with ITIL processes Agile delivery models and DevOps.
Education & Certification
- or equivalent in Computer Science Information Systems or related field.
- Professional certifications in Contact Center platforms (e.g. Cisco Black Belt NICE CXOne AWS Connect).
Why Join Us
- Opportunity to lead large-scale digital transformation projects.
- Work with a team of experts in AI-enabled customer engagement.
- Exposure to cutting-edge CCaaS and automation technologies.
- Collaborative work culture and strong career development path.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
