Business Analyst/Project Manager - Contact Center Automation

BA/PM Channels Contact Center Automation(Sr Consultant/Manager)

Exp : 7-13yrs

Location : Pune/Bangalore

Job Description :

Company Overview :

EIL Global IT Solutions and Services Pvt Ltd is a leading IT services provider operating across the Asia Pacific and EMEA regions. Headquartered in Adelaide, Australia, the company specializes in a broad spectrum of IT infrastructure services including desktops, servers, networks, and data centre technologies. With a strong presence in digital transformation, EIL Global drives enterprise success through professional and managed services, focusing on AIOPS, AI-based workforce automation, and blockchain solutions.

Job Overview :

EIL Global is seeking a Channels Contact Centre Automation Senior Consultant Manager to join our team. This full-time role is based in Bengaluru, Pune, or Hyderabad. The candidate should have a minimum of 7 years of relevant experience and will be responsible for driving key initiatives around contact centre automation and digital transformation. This is a senior-level position requiring a deep understanding of technological advancements and automation to support business strategies.

Qualifications and Skills :

- In-depth experience with contact center automation (Mandatory skill) to streamline and optimize contact center processes for improved efficiency and customer satisfaction.

- Proven expertise in digital transformation (Mandatory skill) to drive technological advancements and implement innovative solutions.

- Advanced skills in PM Channels Contact Center Automation (Mandatory skill) to manage and lead project implementations effectively.

- Strong program governance abilities to oversee and ensure adherence to project milestones and budgets.

- Proficient in AI/ML technologies for integrating intelligent solutions into business processes and enhancing operational capabilities.

- Excellent stakeholder management skills for effective communication and relationship-building with internal and external parties.

- Solid experience in process optimization to identify and implement improvements in workflow efficiency and effectiveness.

- Comprehensive understanding of BA Channels Contact Center Automation for successful business analysis and solution development.

Roles and Responsibilities

- Lead and manage automation initiatives in the contact center environment, ensuring alignment with business objectives and goals.

- Develop and implement strategies for digital transformation, leveraging leading-edge technologies to enhance customer experiences.

- Collaborate with cross-functional teams to govern and manage program execution, ensuring timely delivery and quality outcomes.

- Engage with stakeholders to gather requirements, provide insights, and ensure solutions meet enterprise needs and standards.

- Conduct thorough process analysis and optimization efforts to drive operational efficiencies and reduce costs.

- Integrate AI/ML capabilities into automation projects, enhancing the intelligence and responsiveness of contact centre solutions.

- Ensure robust project management practices, aligning initiatives with strategic objectives and measuring overall success.

- Provide leadership and mentoring to junior team members, promoting knowledge transfer and skill development.