Contact Centre Solution Expert

Contact Centre Solution Expert

GVK Emergency Management and Research Institute (GVK EMRI) is seeking a highly specialized Contact Centre Solution Expert to ensure the seamless integration and optimal performance of our emergency response contact center systems in Hyderabad, Telangana. This role involves close collaboration with solution architects and OEM experts, detailed design planning, and hands-on experience in configuring, installing, and customizing critical contact center applications for large-scale, complex projects.

Role & Responsibilities:

• Work closely with solution architects and other experts (from different OEMs based on applications being installed) to ensure seamless integration of all components. This includes detailed integration or design planning and Method of Procedure (MOP) development.
• Collaborate with QA Analysts for the design of integration test plans and test scripts.
• Be familiar with all Contact Centre system components (e.g., IP PBX, ACD, CTI, Case Record Management, LBS etc.) and assist in their configuration, installation, and customization.
• Possess experience in designing and implementing Contact Centres for large-scale, complex projects.
• Have hands-on experience in integrating the Contact Centre with other critical components of the Emergency Response System.
• Gather all Contact Centre solution requirements, then customize and configure the OEM solution, and assist in its implementation.
• Provide technical assistance and consultant oversight related to the Emergency Response Contact Centre throughout project implementation, including installation, configuration, testing, reporting, migration, transition, and cutover activities.
• Have worked on Case Record Management solutions required to support Contact Centres.
• Provide basic training on software and hardware to state officials.