Manager_Contact Centre Transformation_GCC_Advisory

Job Summary

They play a crucial role in transforming raw data into actionable insights, enabling informed decision-making and driving business growth.

They focus on conducting process mining, designing next generation small- and large-scale automation solutions, and implementing intelligent process automation, robotic process automation and digital workflow solutions to help clients achieve operational efficiencies and reduce costs.

Responsibilities

• Lead the design and architecture of end-to-end contact centre transformation solutions.
• Build and optimize Voice Bots, Chatbots, Email Bots, multilingual conversational AI solutions.
• Architect Gen AI-powered Knowledge Bases (RAG), Agent Assist frameworks, and Auto Quality Audit systems.
• Drive transformation projects using Genesys, Avaya, Amazon Connect, Google CCAI, Azure Cognitive Services, AWS Lex, Kore.ai, Yellow.ai.
• Integrate solutions with IVR systems, CRM platforms, ticketing modules, and backend APIs.
• Deliver high-quality solutions using Python, Node.js, microservices, and API-first design.
• Lead DevOps practices: CI/CD pipelines, containerization, cloud-native deployments.
• Ensure enterprise standards for security, scalability, resilience, and compliance.
• Mentor junior developers and collaborate with stakeholders to align technical solutions with business goals.

Mandatory skill sets

• Contact Centre Platforms: Genesys, Avaya, Amazon Connect, Google CCAI
• Voice Bots, Chatbots, Email Bots
• Multilingual bot development
• Agent Assist, Auto QA frameworks
• Gen AI Knowledge Systems: RAG-based Knowledge Bases, Contextual AI-driven knowledge retrieval
• CAI Tools: Kore.ai, Yellow.ai
• Azure Cognitive Services, AWS Lex
• Integrations: IVR, CRM (Salesforce, Dynamics), Ticketing (ServiceNow, Zendesk)
• Backend APIs

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.