Found Description
Job Description
We are seeking an experienced Technical Consultant to lead the design and implementation of cloud‑based contact centre solutions. This role involves working directly with customers to translate business requirements into scalable, AI‑driven solutions, including conversational IVRs, real‑time analytics, and GenAI/LLM‑based capabilities. The candidate will play a key role in solutioning, implementation, and guiding junior team members.
Responsibilities
- Lead end‑to‑end design and implementation of contact centre solutions, including IVR flows, routing strategies, and integrations
- Engage customers to gather requirements, propose solutions, and drive technical discussions
- Design and implement integrations with CRM and enterprise systems (e.g. Salesforce, ServiceNow)
- Design and implement AI/GenAI use cases such as conversational bots, agent assist, call summarisation, and knowledge retrieval (RAG)