Please share your resume at ruchita.parsekar@e-stonetech.com

Experience: 10-15 Years
Location : Pune ( Preferred location ) , Banglore, Noida

Qualification: Graduate in Computer Science/IT

Preferred Qualification:

• Technical Certification such as in Tech Project Management.
• Functional & process knowledge on Contact Centre

Job Description:

• Overall 10 to 15 years of experience in technical implementation /delivery out of which last 7+ years in the Technology led Contact Centre product /solution implementation.
• Experience in end to end solution delivery in BFSI /BPO/Conversational AI based Platform in Contact centre space is required.
• Experience in implementing industry leading platforms ( e.g. Genesys, NICE, Avaya, Cisco, Uniphore, CISCO), designing architecture, Dev Ops.
• Experience in creating partner ecosystem related to Contact Centre is required.
• Experience in delivery of digital self-service solution delivery- Conversational AI, IVR, call routing, Knowledge management, Self-service analytics, Ticketing tools
• Experience in configuration of call routing rules, IVR scripts, agent workstations, reporting modules & integrations with CRM
• Experience in Web Technologies like HTML, CSS, JavaScript, and web services (REST, SOAP)
• Omni channel delivery- chat, messaging, voice, social, CX analytics, speech and text analytics, Reporting & BI,SQL database & reporting
• Automation and interaction of RPA across various contact Centre systems along with AI /ML based automation services, NLP, Speech to Text,
• Deployment – On Prem and cloud covering security, risk and API led integration (with various internal or external systems (Azure, AWS, (Premise, CCaaS & CPaaS).Understanding of RESTful APIs, webhooks, data exchange formats like JSON or XML.
• Knowledge of Telephony, Voice Tech, Security aspect of Contact centre.
• Should have good experience and knowledge of hardware , software requirement of telephony, IVR, CRM ( like MS Dynamics)
• Proficiency in MS Office (Word, PowerPoint, Outlook, Excel).

Other Preferred Skills:

• Functional and process knowledge of Contact center service offering.
• Strong analytical and problem-solving skills to identify and resolve technical issues.
• Excellent communication and interpersonal skills to collaborate effectively with clients, internal teams, and vendors.
• Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
• Attention to detail and commitment to delivering high-quality solutions.

Position Summary:
The Product implementation lead is responsible for

• Effective and timely agile deployment and implementation of all contact centre partner solution through a comprehensive project planning and execution.
• Creation and Understanding of tech solution design, solution architecture, h/w and s/w requirements to implement solution, functional requirements, manage tech project cycle including UAT and Go live phase.
• A highly collaborative approach is required to work with technology, product, SME, clients, partners during the phase of implementation.

Essential duties and responsibilities include the following (other duties may be assigned)

• Lead all phases of the technical implementation (identification, qualification, estimating, design, implementation, quality assurance/testing) and manage progress through the structured stage-gate process.
• Manage the entire life cycle of implementation and program management- project plan, tracking, governance, coordinating with cross discipline team members, UAT, Integration etc.
• Organizing, attending and participating in stakeholder meetings. Documenting and following up on important actions and decisions from meetings. Preparing necessary presentation materials for meetings
• Preparing status reports and project plan by gathering, analyzing and summarizing relevant information and presenting these reports to management. Overseeing all incoming and outgoing project documentation.
• Coordinating the development of user manuals, training materials and other documents as needed to enable successful implementation and turnover of the process or system to the clients.
• Assisting in RFP’s and proposal submission, presentations, demonstration of tech solution to clients.

Kindly share your updated resume in word format.