Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Data, Analytics & AI

Management Level

Senior Associate

Job Description & Summary

A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities, including business intelligence, data management, and data assurance that help our clients drive innovation, growth, and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data, understand and navigate risk, and help our clients gain a competitive edge.

As part of our Analytics and Insights Consumption team, you’ll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes. You'll use visualization, statistical and analytics models, AI/ML techniques, Modelops and other techniques to develop these insights.

Years of Experience: Candidates with 4+ years of hands on experience

Must Have:

• Internal & External stakeholder management

• Familiarity with the CCaaS domain, CCaaS Application Development , contact center solution design & presales consulting.

• In-depth knowledge of CCaaS platforms like MS DCCP, Amazon Connect, NICECXOne, Genesys Cloud , Cisco Webex CC, Cisco HCS, UCCE/PCCE etc., including their architecture, functionalities, and application development, integration capabilities

• Governance & communication skills

• Hands-on configuration of Gen AI, LLM to be built on top of CCaaS platforms/Domain (MS DCCP, Amazon Connect, Genesys Cloud/NICE CX) includes,

• Develop and implement generative AI models to enhance customer interactions, including chatbots, virtual agents, and automated response systems.

• Speech scientist & speech, conversational fine-tuning (grammar & pattern analysis)

• Collaborate with stakeholders to identify business needs and define AI-driven solutions that improve customer experiences.

• Analyze existing customer service processes and workflows to identify areas for AI integration and optimization.

• Create and maintain documentation for AI solutions, including design specifications and user guides.

• Monitor and evaluate the performance of AI models, making adjustments as necessary to improve accuracy and effectiveness.

• Stay updated on the latest advancements in AI technologies and their applications in customer service and contact centers.

• Conduct training sessions for team members and stakeholders on the use and benefits of AI technologies in the contact center.

• Understanding of the fundamental ingredients of enterprise integration including interface definitions and contracts; REST APIs or SOAP web services; SQL,MY SQL, Oracle , PostgreSQL , Dynamo DB, S3, RDS

• Provide effective real time demonstrations of CCaaS & AI (Bots) platforms

• High proficiency in defining top notch customer facing slides/presentations

• Gen AI,LLM platforms MUST have technologies includes Copilot, Copilot Studio, Amazon Bedrock, Amazon Titan, Sagemaker, Azure OpenAI, Azure AI Services, Google Vertex AI, Gemini AI.

• Proficiency in data visualization tools like Tableau, Power BI, Quicksight and others

Nice to Have:

• Experience in CPaaS platforms (Twilio, Infobip) for synergies between Communication Platform As A Service & Contact Center As a Service

• Understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and their services for scalable data storage, processing, and analytics

• Work on high velocity Presales solution consulting engagements (RFP, RFI, RFQ)

• Define industry specific use cases (BFS & I, Telecom, Retail, Manlog etc)

• Work on high volume presales consulting engagements including solution design document definition, commercial construct (CCaaS)

• Defining Business Case

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

0%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date