Lead the end-to-end design and deployment of cloud contact centre solutions, including IVR design, routing strategies, workflows, and integrations
Work closely with customers to gather business and technical requirements, conduct solution workshops, and provide technical consultation
Design and implement integrations with CRM and enterprise platforms such as Salesforce and ServiceNow
Develop and implement AI and GenAI use cases, including conversational bots, agent assist, call summarisation, sentiment analysis, and Retrieval-Augmented Generation (RAG) solutions
Configure and optimise AI-powered capabilities such as speech transcription, analytics, automation workflows, and real-time insights
Translate business requirements into scalable, maintainable, and secure solution architectures
Troubleshoot and resolve complex technical issues across contact centre platforms, integrations, cloud services, and AI components
Drive SIT/UAT activities, ensure solution quality, and support go-live, hypercare, and post-implementation activities
Mentor junior consultants and developers by providing technical guidance, code reviews, and best practices
Contribute to reusable frameworks, accelerators, and internal knowledge-sharing initiatives
Requirements & Qualifications
2-5 years of experience in cloud technologies, contact centre platforms, or customer experience solutions
Hands-on experience designing and implementing solutions on cloud contact centre platforms such as Amazon Connect, Genesys Cloud CX, Cisco Contact Center, Five9, or similar technologies
Experience or strong exposure to GenAI/LLM-based solutions, including prompt engineering, chatbot development, agent assist, or RAG implementations
Strong integration experience using APIs, middleware, or serverless technologies such as AWS Lambda
Good understanding of contact centre operations and concepts including IVR design, routing logic, queues, SLAs, reporting, and analytics
Experience working directly with enterprise customers in a consulting, implementation, or delivery capacity
Proficiency in programming languages such as Python, Node.js, or C#/.NET
Strong analytical and problem-solving capabilities with the ability to work independently
Excellent communication, presentation, and stakeholder management skills
Experience mentoring or leading junior team members is an advantage
