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Technical Solutions Consultant

RecroGurugram, Haryana, India

11 days ago

Job description

Designation - CX Tech Solution Consultant

Location - Noida or Gurgaon

Key Responsibilities

Solution Strategy & Architecture

Partner with business leaders to define CX technology roadmaps aligned with strategic goals.
Design end-to-end architectures incorporating AI, ML, RPA, and cloud solutions to optimize customer engagement.
Ensure solutions are scalable, secure, and resilient, meeting industry best practices and compliance standards.
Develop business cases and recommend technology investments to enhance contact center efficiency and CX innovation.

Digital Transformation & Innovation

Lead CX transformation initiatives, introducing next-gen technologies such as AI-driven chatbots, conversational IVRs, predictive analytics, and sentiment analysis.

Architect self-service automation strategies to improve customer interactions while reducing operational costs.

Identify opportunities to integrate voice, chat, email, social media, and messaging platforms for seamless omnichannel engagement.

System Integration & Optimization

Oversee the integration of CRM, ERP, WFM, IVR, and third-party APIs to create a unified CX ecosystem.

Ensure the compatibility, interoperability, and performance of multi-channel contact center solutions.

Recommend modernization strategies for existing systems to enhance scalability and responsiveness.

Technical Leadership & Advisory

Act as a trusted advisor to executives and business stakeholders, translating business objectives into practical, technology-driven solutions.

Provide technical leadership to development teams, ensuring alignment with architecture principles, security policies, and technology standards.

Drive best practices in DevOps, microservices, API development, and cloud-native architectures.

Champion continuous improvement, conducting performance assessments and optimization initiatives to enhance system efficiency

Stakeholder Engagement & Business Alignment '

Engage with business stakeholders to align technical solutions with strategic objectives.

Present architectural roadmaps, business impact analyses, and transformation strategies to stakeholders.

Work collaboratively with vendors, partners, and internal teams to evaluate, select, and implement best-fit solutions.

Key Requirements Education :

Bachelor's degree or equivalent and above

Experience :

08 - 10+ years of experience in technical architecture in the airline and contact centre domain.

Proven track record of delivering digital transformation projects leveraging AI, cloud, and RPA technologies.

Technical Skills :

Expertise in cloud platforms like AWS, Azure, or Google Cloud, with certifications preferred.

Strong knowledge of contact centre technologies (e.g., Genesys, Avaya, NICE, Five9, or similar).

Proficiency in API development, microservices architecture, and middleware integration.

Familiarity with DevOps practices, CI / CD pipelines, and containerization tools like Docker and Kubernetes.

Experience with analytics and reporting tools like Power BI, Tableau, or similar platforms.

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Technical Consultant • Gurugram, Haryana, India

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