Introduction
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio
Your Role And Responsibilities
- Delivery Leadership
- Lead end-to-end delivery of contact center transformation projects, ensuring timelines, scope, quality, and budget adherence.
- Manage daily delivery activities including sprint planning, execution tracking, and milestone management.
- Identify and resolve delivery risks, issues, and dependencies proactively.
- Solution Architecture & Technical Direction
- Own the overall solution architecture across IVR, routing, digital channels, integrations, and backend systems.
- Validate functional and technical designs, ensuring alignment with the architectural blueprint and best practices.
- Provide hands-on technical guidance to development, integration, and QA teams.
- Client & Stakeholder Management
- Act as the primary delivery and technical point-of-contact for client stakeholders.
- Conduct design workshops, solution walkthroughs, and manage sign-offs.
- Communicate status, risks, and decisions clearly and professionally.
- Requirements, Design & Quality Oversight
- Review and approve business requirements, user stories, technical designs, and test plans.
- Ensure solution quality through continuous oversight of development, testing, UAT support, and production readiness.
- Support defect triage, prioritization, and resolution.
- Cross-Functional Team Coordination
- Coordinate developers, architects, QA engineers, IVR designers, and integration specialists across all streams.
- Provide technical leadership and remove design or implementation roadblocks.
- Mentor team members and ensure alignment on priorities and standards.
- Contact Center Platform Expertise
- Provide expert guidance on platform capabilities (Genesys, Amazon Connect, Cisco, etc.) including routing, IVR, channels, and reporting.
- Oversee integrations with CRM, middleware, authentication systems, and legacy applications.
- Recommend platform features and configuration approaches to meet business goals
- Continuous Improvement
- Identify opportunities to optimize solution design and delivery efficiency.
- Promote reusable components, standards, and best practices across the team.
- Recommend enhancements or innovations to improve customer and agent experience.
Professional Expertise
Technical Expertise – Genesys Cloud
Preferred Technical And Professional Experience
Genesys Cloud Certififcations