EXLSenior Specialist - Cloud CC Delivery Lead
Senior Specialist - Cloud CC Delivery Lead
Job Description
Job Description
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Position Title, Responsibility Level
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Function
Global Technology
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Reports to
AVP –Technology Infra Services
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Permanent/ Temporary
Permanent
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Span of Control
Individual Role
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Location
Noida/Pune/BLR
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Primary Role
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Interact with business/client teams for requirement
understanding and designing supported solutions
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This role is to develop and deliver industry standard CCaaS
solutions meeting customer requirements and by leveraging key
capabilities like CCaaS Automated Outreach/Dialer services,
Advance Campaign and Lead List Management, Omni-Channel CCaaS
Platforms (Amazon Connect, Genesys, NiceCXOne etc.),
IVR/Architect flows, API/3
rd
party CRM/application integrations etc.
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Conversational AI, Sentiment and Speech Analytics, Chat &
Voice BOTs etc.
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Developing different CCaaS capabilities/features POCs basis on
the needs with new age CCaaS AI solutions which make sense with
business data intelligence
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Domain expertise across various industries like insurance,
utilities, travel etc. will be added advantage
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Good understanding and experience of process diagnostics
frameworks.
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Other Functions
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Primary Internal Interactions
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Primary External Interactions
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Organizational Relationships
Reports To:
A
VP – Technology Infra Services
Supervises:
Individual Contributor
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Skills
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Technical Skills
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Strong experience with Amazon Connect outbound dialing
capabilities and integrations.
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Hands-on experience with Genesys Cloud / Genesys Engage outbound
contact solutions.
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Expertise in third-party Dialer platforms such as Acqueon/Five9,
Alvaria, NICE CXOne Dialer/LiveVox, or similar technologies.
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Understanding of SIP, Voice Networks, Contact Lists, Campaign
Management, and Call Recording solutions.
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Experience with REST APIs, JSON, web services, and integration
frameworks.
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Strong understanding of contact center workflows, routing, IVR,
and telephony concepts.
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Experience with AWS services such as Lambda, API Gateway, S3,
Event Bridge, SNS, SQS etc.
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Knowledge of CRM integrations (Salesforce, Dynamics 365,
ServiceNow, etc.).
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Strong analytical and troubleshooting skills.
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Excellent stakeholder management and communication skills.
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Other Key Specific Skills
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Hands-on experience in cloud architecture landscape, landing
zones, micro-services architecture and applicability on
re-engineering cloud contact center platforms
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Contact Center AI and Data led capabilities – Agentic AI led
CCaaS, Autonomous Architecture and Workflows, Conversational AI,
Agent Assist, Call Summarization, Co-pilot based automations,
Voice Biometrics, etc.
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Very comfortable and solid experience operating in the digital
world.
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Experience applied using Data and Analytics for Dialer
capabilities
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Proven experience in the execution of transformational projects
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Cross functional collaboration and understanding of Network
topologies/routing.
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Ability to create systems and processes to streamline efforts
and operations
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Education Requirements
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Graduate, preference for degree in Computer Science (MCA/BS/BE)
with industry recognized certifications
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Annexure:
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Acknowledgement
(acknowledge that the information contained in this document is
factual and complete)
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Candidate
Supervisor/Manager
Date
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Quick Apply
~2 minApply through whichever channel suits you best.