Associate Director - DECX

Job Description –Director -CCaaS Implementation  

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘right shore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Overview:

The role has the accountabilities of architecting the technical design and implementation of CCaaS and digital solutions across contact centre clients.

Key Roles and Responsibilities:

• Conversant in current and best practices as they apply to customer experience, journey mapping, marketing and sales enablement processes
• Providing technical and industry-specific CX subject matter expertise to support requirements gathering, technical solution design, and implementation oversight
• Understanding how data and voice analytics work, use cases, direct use, and business benefit that it drives
• Understands emerging CX philosophy and practices and impact of technology like AI, ML, RPA, Bots, conversational IVR, AR/VR etc. in delivering enhanced experience
• Executes client-facing projects that include introducing/executing Firstsource suite of products. Ideally comes from a contact center industry background.
• Serving as the primary point of contact between Firstsource and our client for technical solutions
• Design technical architecture of client applications with partner and Firstsource solutions, demonstrate technical feasibility and operational details to client IT stakeholders
• Conducting regular meetings and discussions with the client Project teams to establish and manage expectations.
• Communicating with the management team and account managers to keep them apprised of project activities, and to seek their consultation as necessary.
• Writing business and technical documents and leading other team members in the creation of documentation.
• Reviewing and approving all deliverable work products prior to delivery to clients.
• Assisting in the business development process including writing and reviewing proposals, providing technical approaches, estimates, and schedules to proposal managers, and working with account managers to identify opportunities to grow our business with existing

Key Capabilities and Experience

• Direct experience managing and implementing AI, Bots and other solutions in various industries        
• Understands contact center operations, changing landscape of contact centers, omni-channel and multi-channel experiences
• Implementation experience of omni-channel solutions
• Broad range of industry experience like Retail, Utilities, insurance, healthcare, BFSI, CMT, implementing CX solutions
• Detailed understanding of telephony systems, CRM systems, QA & WFM systems
• Strong Solution, consulting, and technical skills
• Ability to interact with client, understand client needs, and recommend Firstsource solutions that best meets the clients need
• Experience with operational usage of technology solutions
• 15+ years of experience in technology maintenance, development and architecture roles
• Graduate degree in technical fields (BE, B Tech, BS etc.)