Channels ContactCenterAutomation Specialist

New Era Solutions; Bengaluru; Hybrid; INR 15,00,000 - 25,00,000; Full time

Job summary

A dynamic IT service provider in India seeks a Channels Contact Center Automation Specialist to design and manage omni-channel solutions. Candidates should have 7 to 13 years of experience in contact center platforms, strong AI-driven automation skills, and a B.Tech in a related field. This role offers the opportunity to lead large-scale digital transformation projects in a collaborative work environment.

Benefits

Opportunity for career development

Exposure to cutting-edge CCaaS technologies

Collaborative work culture

Qualifications

• 7 to 13 years of experience in contact center platforms and digital transformation.
• Deep domain expertise in channel contact center automation.
• Professional certification in Contact Center platforms.

Responsibilities

• Design and implement omni-channel contact center solutions.
• Develop CCaaS migration roadmaps for enterprise clients.
• Enable AI-driven voice and chatbots using platforms like Nuance Mix.
• Lead digital transformation engagements focused on customer interactions.
• Mentor junior team members and contribute to RFPs and client workshops.

Skills

Omni-channel contact center solutions

Digital transformation

AI-driven voice and chatbots

CCaaS migration

Vendor and technology assessments

CRM integrations

Reporting/Analytics

Education

B.Tech in Computer Science or related field

Tools

Cisco P/UCCE

WebEx CC

NICE CXOne

Google Dialogflow CX

Amazon Connect

MS Power BI

Job description

Job Title: Channels Contact Center Automation Specialist

Experience: 7 to 13 Years

Locations: Bangalore / Pune / Hyderabad

Job Type: Full-time, Onsite/Hybrid (as per client requirement)

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EIL Global IT Solutions and Services Pvt Ltd is a dynamic IT service provider headquartered in Adelaide, Australia, with a strong presence across Asia Pacific and EMEA. We specialize in delivering cutting‑edge IT solutions in desktops, servers, networks, and data center technologies. Our expertise spans the entire spectrum of IT infrastructure, with a focus on digital transformation through professional and managed services, AIOPS, AI‑based workforce automation, and blockchain solutions.

Job Summary

We are seeking a seasoned Contact Center Automation Specialist with deep domain expertise in channel contact center platforms, digital transformation, AI‑based customer interactions, and CCaaS migrations. This role involves solutioning, implementation, and managing end‑to‑end digital customer experience platforms across voice and non‑voice channels.

Key Responsibilities

• Design and implement omni‑channel contact center solutions (on‑premise & cloud‑based).
• Develop and execute CCaaS migration roadmaps for enterprise clients.
• Lead digital transformation engagements with focus on self‑service, channel deflection, and analytics.
• Enable and configure AI‑driven voice and chatbots using platforms like Nuance Mix and Google Dialogflow CX.
• Conduct detailed vendor and technology assessments to support CC platform selection.
• Own solutioning responsibilities including HLD/LLD documentation, effort estimates, costing, and architecture definition.
• Integrate Contact Center platforms with CRMs, WFO/WFM tools, and analytics solutions.
• Manage end‑to‑end deployment, including IVR flow design, ACD routing, and real‑time monitoring setups.
• Conduct platform health audits and apply best practices to ensure robust performance.
• Collaborate with cross‑functional teams and stakeholders to deliver complex transformation programs.
• Mentor junior team members and contribute to RFPs, PoCs, and client workshops.

Must-Have Skills & Tools

• Platforms: Cisco P/UCCE, WebEx CC, NICE CXOne, Microsoft DCCP, Genesys Cloud CX, Amazon Connect
• AI/Automation: Nuance Mix, Google Dialogflow CX, Amazon Lex, Agent Assist
• WFO/WFM: NICE, Calabrio
• Reporting/Analytics: Cisco CUIC, MS Power BI, Speech/Text Analytics
• IVR/Scripting: Cisco Call Studio, ICM Script Editor
• Others: CRM integrations, Campaign Management (e.g., Acqueon), Cisco ECE, Social Miner

Good to Have

• Certifications in Cisco, NICE, AWS, or Microsoft Digital Contact Center Platform.
• Experience in customer experience design, channel strategy, and platform audits.
• Familiarity with ITIL processes, Agile delivery models, and DevOps.

Education & Certification

• B.Tech or equivalent in Computer Science, Information Systems, or related field.
• Professional certifications in Contact Center platforms (e.g., Cisco Black Belt, NICE CXOne, AWS Connect).

Why Join Us?

• Opportunity to lead large‑scale digital transformation projects.
• Work with a team of experts in AI‑enabled customer engagement.
• Exposure to cutting‑edge CCaaS and automation technologies.
• Collaborative work culture and strong career development path.