Technical Skills Needed:

• Having knowledge of different types of licensing of Contact Center components
• Good at articulating value propositions using word and power point formats using online or visio type tools for network diagrams.
• Technical knowledge on at least two Contact Center technology platforms viz. Nice CXOne, Genesys, Amazon Connect, Cisco, Avaya, Vonage (combination must include CCaaS platform experience), preferably certified on design/solution.
• Good understanding of evolving technology interfaces and methods of interconnecting telephony, software and hardware platforms, such as SIP, E1/T1, CTI, APIs, TCP/IP, MPLS, WebRTC etc.
• Fundamental knowledge of public cloud – AWS (preferred), Microsoft Azure, Google Cloud.
• Must have worked on few large transformations deals in excess of 400 agents globally.

Soft Skills Needed:

• Very good listening and communication skills – understanding customer’s stated and unstated requirements and proposing solutions or alternatives
• Comfortable working with customer and colleagues from multi-cultural environment and across different time-zones (it’s a global role)
• Basic business analysis skills using excel or any other BI tool
• Team player that collaborates and shares knowledge with others
• Comfortable as individual contributor in near future but aspire to lead and works towards it
• Continuous learner of technology and evolving trends in contact center and BPO industry
• Consultant/advocacy skills to work ethically and win customer’s confidence

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