01Key Responsibilities
*
- Lead and manage a team of CCaaS professionals
- Design, implement, and optimize contact centre solutions on AWS Connect
- Manage and maintain Avaya Aura suite (including Avaya Contact Center, Avaya Aura Communication Manager)
- Implement and administer Verint recording solution for quality assurance and compliance
- Develop and enforce governance policies, procedures, and standards
- Drive and Document SOP, OPS manuals , LLD, HLD, IDD
- Monitor and report on contact center performance metrics (e.g., SLA, KPI,OLA)
- Collaborate with stakeholders to identify and implement process improvements
- Ensure compliance with regulatory requirements and industry standards
*Required Skills:*
- *Primary Skill:* AWS Connect (design, implementation, optimization and Administration)
- *Secondary Skill:* Avaya Aura suite (administration and configuration)
- Verint recording solution (implementation and administration)
- Contact center operations, governance, and team management
- Level 3 skills in CCaaS solutions
- Sound understanding of AI /ML
*Preferred Qualifications:*
-15+ years of experience in contact center operations or related field
- CCaaS certifications (e.g., AWS Connect)
- Experience with workforce management, reporting, and analytics tools
*Soft Skills:*
- Leadership and team management
- Stakeholder management internal & external.
- Communication and collaboration
- Problem-solving and analytical skills
- Adaptability and flexibility .
