What are the responsibilities and job description for the Customer Engagement Center Techno Functional Architect position at Kezan India Private Limited?
Job Details
We are seeking a senior-level resource with deep expertise in contact center technologies, focusing on driving productivity, innovation, and complete business outcomes. The ideal candidate should have a strong technical and architectural background in:
AWS Connect for voice-based interactions
Q in Connect for AI-driven agent assistance and automation
IVR systems and their integration with agent desktop experiences
Omnichannel customer journey orchestration within an airline or travel industry
Key Responsibilities:
Architect seamless transitions between IVR and live agents, ensuring that customer context is preserved and efficiently surfaced to the specialist.
Solve integration gaps where information transferred to the agent does not extend across other applications, leading to inefficiencies in call handling time.
Implement deep linking solutions that allow data to flow between voice interactions and various applications used by the specialist.
Leverage Q in Connect to enhance agent assist capabilities, providing real-time insights and automation to streamline customer interactions.
Optimize agent experiences by reducing repetitive questioning and streamlining the customer handoff process.
Drive innovation in contact center automation, ensuring smooth transitions between self-service and live assistance.
The resource should be able to architect, recommend, and implement solutions that enhance efficiency while reducing call handle times and improving overall agent productivity.
