Channels(ContactCentreAutomation)Sr Con/Manager

EIL Global IT Solutions and Services Pvt Ltd

Bangalore, Karnataka
Permanent
Full-time

1 month ago

Company OverviewEIL Global IT Solutions and Services Pvt Ltd is a leading IT services provider operating across the Asia Pacific and EMEA regions. Headquartered in Adelaide, Australia, the company specializes in a broad spectrum of IT infrastructure services including desktops, servers, networks, and data centre technologies. With a strong presence in digital transformation, EIL Global drives enterprise success through professional and managed services, focusing on AIOPS, AI-based workforce automation, and blockchain solutions.Job OverviewEIL Global is seeking a Channels Contact Centre Automation Senior Consultant Manager to join our team. This full-time role is based in Bengaluru, Pune, or Hyderabad. The candidate should have a minimum of 7 years of relevant experience and will be responsible for driving key initiatives around contact centre automation and digital transformation. This is a senior-level position requiring a deep understanding of technological advancements and automation to support business strategies.Qualifications and Skills

In-depth experience with contact center automation (Mandatory skill) to streamline and optimize contact center processes for improved efficiency and customer satisfaction.
Proven expertise in digital transformation (Mandatory skill) to drive technological advancements and implement innovative solutions.
Advanced skills in PM Channels Contact Center Automation (Mandatory skill) to manage and lead project implementations effectively.
Strong program governance abilities to oversee and ensure adherence to project milestones and budgets.
Proficient in AI/ML technologies for integrating intelligent solutions into business processes and enhancing operational capabilities.
Excellent stakeholder management skills for effective communication and relationship-building with internal and external parties.
Solid experience in process optimization to identify and implement improvements in workflow efficiency and effectiveness.
Comprehensive understanding of BA Channels Contact Center Automation for successful business analysis and solution development.

Roles and Responsibilities

Lead and manage automation initiatives in the contact center environment, ensuring alignment with business objectives and goals.
Develop and implement strategies for digital transformation, leveraging leading-edge technologies to enhance customer experiences.
Collaborate with cross-functional teams to govern and manage program execution, ensuring timely delivery and quality outcomes.
Engage with stakeholders to gather requirements, provide insights, and ensure solutions meet enterprise needs and standards.
Conduct thorough process analysis and optimization efforts to drive operational efficiencies and reduce costs.
Integrate AI/ML capabilities into automation projects, enhancing the intelligence and responsiveness of contact centre solutions.
Ensure robust project management practices, aligning initiatives with strategic objectives and measuring overall success.
Provide leadership and mentoring to junior team members, promoting knowledge transfer and skill development.

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