Consultant

Tata Consultancy Services Limited; Bengaluru; À distance; INR 1 500 000 - 3 200 000; Plein temps

Résumé du poste

Tata Consultancy Services Limited is seeking a CRM CCaaS Consultant with 5–12 years of experience to design, implement, and support cloud-based contact center solutions integrated with CRM systems. The role focuses on improving customer experience and operational efficiency across PLAs, with a strong emphasis on integration and security.

The candidate will work with CCaaS platforms such as Genesys Cloud, NICE CXone, Amazon Connect and Five9, handling IVR design, routing, and CTI integration,

Qualifications

• Experience with CCaaS and CRM integrations.
• Proficiency with cloud contact center platforms (Genesys Cloud, NICE CXone, Amazon Connect, Five9).
• Strong understanding of IVR design and call routing configurations.
• Experience in CRM integration and CTI with contact center platforms.
• Familiarity with security, compliance, and best practices in contact center solutions.
• Ability to design, deploy, migrate, and support CCaaS projects.

Responsabilités

• Design, implement and support cloud CCaaS solutions integrated with CRM systems.
• Collaborate with stakeholders to gather requirements and translate them into technical designs.
• Lead deployment, migration and ongoing support activities for CCaaS projects.
• Troubleshoot platform and integration issues and ensure security and compliance.
• Prepare technical docs and conduct knowledge transfer sessions.

Connaissances

CCaaS platforms

Genesys Cloud

NICE CXone

Amazon Connect

Five9

IVR Design & Call Flow

Contact Center Operations

API Integration

Web Services

Workforce Optimization

CCaaS design

CRM integration

IVR routing

Requirements gathering

Deployment & migration

Troubleshooting

Security & compliance

Documentation & knowledge transfer

Description du poste

TCS has been a great pioneer in feeding the fire of Techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together. Your role is of key importance, as it lays down the foundation for the entire project.

Role: CRM CCaaS Consultant

Experience: 5-12 Years

Location: PAN India

Technical Skills: CCaaS Solutions, CRM Integration, Genesys Cloud / NICE CXone, Amazon Connect, IVR & Call Routing, Omnichannel Customer Experience, CTI & Cloud Telephony

Job Summary

TCS is looking for an experienced CRM CCaaS Consultant with expertise in Contact Center as a Service platforms and CRM integrations. The candidate will be responsible for designing, implementing, and supporting cloud-based contact center solutions integrated with CRM systems to enhance customer experience and operational efficiency.

Must Have Skills

• CCaaS (Contact Center as a Service)
• Genesys Cloud / NICE CXone / Amazon Connect / Five9
• IVR Design & Call Flow Configuration
• Contact Center Operations
• API Integration & Web Services
• Workforce Optimization (WFO)
• Design and implement CCaaS solutions based on business requirements.
• Integrate contact center platforms with CRM applications.
• Configure IVR, routing strategies, chat, email, and voice channels.
• Work closely with business stakeholders to gather and analyze requirements.
• Manage deployment, migration, and support activities.
• Troubleshoot platform and integration issues.
• Ensure adherence to security, compliance, and best practices.
• Prepare technical documentation and conduct knowledge transfer sessions.

Preferred Skills

• Experience with Salesforce Service Cloud or Dynamics 365 Customer Service.
• Knowledge of AI-driven customer service solutions, chatbots, and conversational AI.
• Understanding of SIP, VoIP, CTI, and cloud telephony.