Line of Service
AdvisoryIndustry/Sector
Not ApplicableSpecialism
Data, Analytics & AIManagement Level
Senior AssociateJob 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.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
Accepting Feedback, Accepting Feedback, Active Listening, Algorithm Development, Alteryx (Automation Platform), Analytical Thinking, Analytic Research, Big Data, Business Data Analytics, Communication, Complex Data Analysis, Conducting Research, Creativity, Customer Analysis, Customer Needs Analysis, Dashboard Creation, Data Analysis, Data Analysis Software, Data Collection, Data-Driven Insights, Data Integration, Data Integrity, Data Mining, Data Modeling, Data Pipeline {+ 38 more}Desired Languages (If blank, desired languages not specified)
Travel Requirements
0%Available for Work Visa Sponsorship?
NoGovernment Clearance Required?
NoJob Posting End Date