DHL Looking for CCaaS- Solutions Specialist at Chennai, Tamil Nadu, India Full Time

DHL Group, the logistics provider of the world with 590,000 employees in more than 220 countries and territories. In a global business like ours, the opportunities are endless. So, join us, work with us, grow with us and stay with us. Discover the positive impact you can make and build an amazing DHL career. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives.

Role Purpose

The role involves demonstrating experience in contact center technologies and technical implementation. The role focuses on delivering and administering cloud-based contact center solutions, such as CCaaS, Contact Center, Telephony, Voice, Cloud and On-Premise Contact Center Systems, CRM systems.

It is a cross-domain role that collaborates with Business and Service Units. Working directly with regional and in-country business analysts to capture requirements, share best practices, and build approved solutions.

Job Responsibilities:

• Guiding the technical direction and implementation of advanced Contact Center technologies.
• Lead implementation of Inbound & Outbound solutions, QM recording, WFM, Omnichannel, Analytics, Customer Journeys, and Reporting.
• Lead implementation of API / Web Service integrations to back-end systems (REST, JSON, and SQL database).
• Using agile methodologies, partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
• Translating business and functional requirements into documented technical specifications or User Stories.
• Working closely with developers, various IT teams, DBA’s, IT Ops, and customer support teams to create solutions.
• Creating a Proof of Concept for feature/function/system testing, supporting various technologies and services for clients.
• Work closely with management and internal stakeholders, providing financial insights and recommendations for appropriate software architecture.

Job Requirements:

• A Bachelor’s degree, Post Graduate Diploma or Professional Degree in Computer Science/Information Technology or equivalent.
• 6+ years’ solid experience in a consulting and IT role within a large scale (preferably multinational) technology services environment with a focus on application architecture.
• Experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution, preferably Genesys.
• Understanding of peripheral contact center applications and integrations including familiarity with CRM, ServiceNow, workforce management (WFM), quality management (QM), display boards and reporting tools with expertise in call routing, call recording, IVR/self-service, scripting and workforce management.

What can you expect from us?

• International working environment
• Flexible working environment
• Competitive compensation package

Interested?

We are looking forward to receiving your application online.