Position Details: Contact Center Solution Architect

Responsibilities:  Develop Contact Center Solutions in BFSI vertical both on the IT and Ops side to drive exceptional customer experience, reduce costs and grow the business. Solve complex real world Business problems by understanding the Line of Business and aligning closely to Customers Strategy, coming up with creative solutions and using analytical tools. Work in a fast paced environment.

• Technically Very strong in Contact Center Technologies with Business Mindset.

• Conduct Discovery Workshops / Trainings to customers on various Contact Center Offerings from TCS. (Internally & Customers)

• Conduct Demos and POC’s for Customers

• Understand and Articulate how the various systems in the eco-system will integrate and communicate with each other.

• Work with Partners and create a winning solution set for Customers. 

• Create winning strategies based on customer 

• Create, Capture & Replicate Best Practices across customers. 

• Be a Trusted Advisor for Customers 

Qualifications:   Exposure to working with BFSI customers, Minimum 10+ years of experience in Technologies such as Omni-channel, Automation & Customer Journey Analytics, WFO, CRM. Having prior experience of working knowledge of any one or two of these technologies is a must  :  On-Prem Avaya, Cisco, Genesys, Cloud : AWS Connect, Twillio, RingCentral, Five9, 8x8, Serenova . Working knowledge of popular communications protocols and APIs.