Senior Technical Consultant
We are seeking an experienced Technical Consultant to lead the design and implementation of cloud‑based contact centre solutions. This role involves working directly with customers to translate business requirements into scalable, AI‑driven solutions, including conversational IVRs, real‑time analytics, and GenAI/LLM‑based capabilities. The candidate will play a key role in solutioning, implementation, and guiding junior team members.
Responsibilities- Lead end‑to‑end design and implementation of contact centre solutions, including IVR flows, routing strategies, and integrations
- Engage customers to gather requirements, propose solutions, and drive technical discussions
- Design and implement integrations with CRM and enterprise systems (e.g. Salesforce, ServiceNow)
- Design and implement AI/GenAI use cases such as conversational bots, agent assist, call summarisation, and knowledge retrieval (RAG)
- Configure and optimise AI capabilities such as sentiment analysis, transcription, and automation workflows
- Translate business requirements into scalable and maintainable technical architectures
- Troubleshoot complex issues across contact flows, integrations, AI components, and cloud services
- Drive SIT/UAT activities, ensure solution quality, and support go‑live and hyper care phases
- Mentor junior consultants and developers, providing guidance on best practices and implementation approaches
- Contribute to reusable assets, frameworks, and internal capability building
- 3–5 years of experience in cloud, contact centre, or customer experience platforms
- Hands‑on experience designing and implementing solutions on cloud‑based contact centre or telephony platforms (e.g. Amazon Connect, Genesys Cloud CX, Cisco Contact Centre, Five9, or similar)
- Experience or strong exposure to GenAI/LLM‑based solutions, such as prompt design, chatbot development, or knowledge retrieval (RAG) use cases
- Experience in system integration using APIs, serverless functions (e.g. AWS Lambda), or middleware
- Strong understanding of contact centre concepts (IVR design, routing logic, queues, SLA, reporting)
- Experience working directly with customers in a consulting or delivery role
- Programming experience in Python, Node.js, or C#.Net
- Strong problem‑solving skills with ability to work independently
- Excellent communication and stakeholder management skills
- Experience with Amazon Connect and related AWS services (Lambda, Lex, S3, DynamoDB, etc.)
- Hands‑on experience with GenAI platforms (e.g. AWS Bedrock, OpenAI, or similar)
- Experience implementing conversational AI, speech recognition, or AI‑driven automation in customer experience use cases
- Experience integrating with CRM platforms such as Salesforce or ServiceNow
- AWS Certifications (e.g. Solutions Architect Associate)
- Experience in government or regulated environments is a plus
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