Hi,
I have a REMOTE PROJECT so if interested then do let me know...
ROLE - CISCO CONTACT CENTER GENESYS SME
LOCATION - REMOTE
ROLE OVERVIEW
We are seeking a Contact Center SME to provide strategic advisory and architectural leadership across enterprise contact center environments. This role will assess current-state capabilities, define future-state architecture, and guide modernization across telephony, customer engagement platforms, and operating models.
The ideal candidate brings a blend of hands-on technical expertise and client-facing consulting experience, with a proven track record leading enterprise contact center transformation in cloud or hybrid environments. Comfort operating as a primary technical advisor to senior IT and Operations leadership driving platform decisions, roadmap priorities, and stakeholder alignment is essential.
KEY RESPONSIBILITIES
Serve as primary technical advisor to IT, Operations, and CX leadership on platform decisions and roadmap priorities
Assess current environment and define target-state architecture, including a clear modernization roadmap with milestones
Design and optimize call flows, IVR, and NLP/AI-driven self-service
Advise on platform selection, migration strategy, and vendor evaluation
Lead contact center transformation initiatives spanning modernization, consolidation, and scalability
Guide integrations across CTI, CRM, WFM, and analytics platforms
Establish reporting, KPIs, and performance frameworks to drive measurable CX improvement
Advise on operating model design and workforce optimization
Thanks, Sachin Sharma
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