Amazon Connect Solutions Leader

About Capgemini
Capgemini is a global leader in consulting, digital transformation, technology and engineering services. We are at the forefront of innovation to address the entire breadth of clients? opportunities in the evolving world of cloud, digital and platforms! Building on its strong 50-year+ heritage and deep industry-specific expertise, We enable organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries!
Visit us at www.capgemini.com. People matter, results count Good project management
Principle Duties and 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
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 is contact center platforms