Capgemini · 11 hours ago
Amazon Connect Solutions Leader
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Experience of solutions for Contact Centers and digital channels
Experience in building solution and implementing Amazon Connect CCaaS
Management of Consultants or Process Transformation/Improvement team
Experience within commercial modelling and sizing along with expertise in ability to estimate, size, come up with dependencies/assumptions in solutioning & operating Contact Centers.
Experience in creating Contact Center solutions closely with leads and clients, with emphasis on technical solution architecture and design, including telephony, CRM/KM, workforce management, staffing model development, etc.
Have lead the development and execution of end-to-end operational strategies and plans that enhance the client and consumer experience and successful execution of Contact Center pursuits.
Should be able to contribute to overall solution and service design, including operating model, service standards, and staffing pyramid, as well as staff vetting and hiring to build a high performing team that successfully delivers outcomes for targeted client priorities.
Proven ability to assess and provide strategic guidance to resolve mission critical problems, create outcome focused policies, and establish procedures that achieve business objectives.
Expertise/Experience with the application and infrastructure ecosystem in terms of Products and technologies for Contact Centers
Proven success transforming solutions into deliverables, in the Contact Center space: to include, Contact Center Operations, Workforce Management (WFM), Content and Knowledge Management (KM), Quality Assurance (QA), Training, Technology (CRM/KM, IVR/ACD, WFM, QM, etc.), Performance Management, Financial Management, Contract Management, Vendor Management, etc.
Process Improvement methodologies
A passion and desire to improve CX and support clients on their journey
Qualification
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Required
Experience of solutions for Contact Centers and digital channels
Experience in building solution and implementing Amazon Connect CCaaS
Management of Consultants or Process Transformation/Improvement team
Experience within commercial modelling and sizing along with expertise in ability to estimate, size, come up with dependencies/assumptions in solutioning & operating Contact Centers.
Experience in creating Contact Center solutions closely with leads and clients, with emphasis on technical solution architecture and design, including telephony, CRM/KM, workforce management, staffing model development, etc.
Have lead the development and execution of end-to-end operational strategies and plans that enhance the client and consumer experience and successful execution of Contact Center pursuits.
Should be able to contribute to overall solution and service design, including operating model, service standards, and staffing pyramid, as well as staff vetting and hiring to build a high performing team that successfully delivers outcomes for targeted client priorities.
Proven ability to assess and provide strategic guidance to resolve mission critical problems, create outcome focused policies, and establish procedures that achieve business objectives.
Expertise/Experience with the application and infrastructure ecosystem in terms of Products and technologies for Contact Centers
Proven success transforming solutions into deliverables, in the Contact Center space: to include, Contact Center Operations, Workforce Management (WFM), Content and Knowledge Management (KM), Quality Assurance (QA), Training, Technology (CRM/KM, IVR/ACD, WFM, QM, etc.), Performance Management, Financial Management, Contract Management, Vendor Management, etc.
Process Improvement methodologies
A passion and desire to improve CX and support clients on their journey
Minimum 5 to 10 years of consulting experience or other relevant experience related to successful delivery of Contact Center Technology Solution involving Amazon Connect for opportunities as part of Presales solutions team
Minimum 7 to 10 years of experience working in multi-client BPO provider with Contact Center Technology platforms predominantly having worked on Amazon Connect, Genesys cloud etc. with additional experience in contact center platforms
Company
Capgemini
Capgemini is a software company that provides consulting, technology, and digital transformation services.
10,001+ employees
H1B Sponsorship
Capgemini has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2920)
2022 (4037)
2021 (3776)
2020 (5124)
Funding
Current Stage
Public CompanyTotal Funding
unknown1999-04-01IPO· undefined
Leadership Team
Aiman Ezzat
CEO, Capgemini Group
Anirban Bose
CEO of Americas Strategic Business Unit
Recent News
GlobeNewswire News Room
2024-11-20
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2024-11-19
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