Digital Transformation Expert

3 weeks ago


Edison, New Jersey, United States TEPHRA Full time
Job Title

Contact Center Solution Architect

About TEPHRA

Tephra is a leading provider of innovative Contact Center solutions for the BFSI vertical. Our team of experts works closely with clients to deliver exceptional customer experiences, reduce costs, and drive business growth.

Job Description

We are seeking an experienced Contact Center Solution Architect to join our team. As a key member of our organization, you will be responsible for designing and implementing Contact Center solutions that meet the needs of our BFSI clients.

Key Responsibilities:

  • Develop Contact Center solutions in the BFSI vertical, leveraging expertise in IT and Ops to drive customer experience, cost reduction, and business growth.
  • Solve complex business problems by understanding the Line of Business and aligning with customer strategy, developing creative solutions using analytical tools.
  • Work in a fast-paced environment, collaborating with cross-functional teams to deliver high-quality solutions.

Requirements:

  • Technical expertise in Contact Center technologies, combined with a strong business mindset.
  • Conduct discovery workshops/training sessions with customers on various Contact Center offerings from our client.
  • Deliver demos and POCs for customers, articulating how various systems integrate and communicate within the ecosystem.
  • Collaborate with partners to create winning solution sets for customers.
  • Create winning strategies based on customer needs.
  • Capture and replicate best practices across customers.
  • Act as a trusted advisor for customers.

Qualifications:

  • Exposure to working with BFSI customers.
  • Minimum 10+ years of experience in Technologies such as Omni-channel, Automation & Customer Journey Analytics, WFO, CRM.
  • Prior experience of working knowledge of any one or two of these technologies (On-Prem Avaya, Cisco, Genesys, Cloud: AWS Connect, Twillio, RingCentral, Five9, 8x8, Serenova).
  • Working knowledge of popular communications protocols and APIs.

Estimated Salary: $120,000 - $150,000 per year



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