Contact Center Lead

Job Summary

We are seeking a highly experienced Technical Lead with 16 to 20 years of experience to join our team. The ideal candidate will have a strong background in Contact Center Support and Conversational UI. Experience in Data Quality and Data Governance is a plus. This hybrid role offers the opportunity to work on innovative projects that impact our companys success and contribute to societal advancements.

Responsibilities

• Lead the development and implementation of Contact Center Support solutions to enhance customer interactions.
• Oversee the integration of Conversational UI technologies to improve user experience.
• Provide technical guidance and mentorship to team members to ensure high-quality deliverables.
• Collaborate with cross-functional teams to align technical solutions with business objectives.
• Ensure the scalability and reliability of Contact Center systems to support growing customer demands.
• Conduct regular assessments of system performance and implement improvements as needed.
• Develop and maintain documentation for technical processes and solutions.
• Stay updated with the latest industry trends and technologies to drive innovation.
• Manage project timelines and deliverables to ensure successful project completion.
• Coordinate with stakeholders to gather requirements and provide technical expertise.
• Facilitate training sessions for team members on new technologies and best practices.
• Monitor and address any technical issues that arise during project execution.
• Contribute to the companys strategic goals by delivering high-impact technical solutions.

Qualifications

• Possess extensive experience in Contact Center Support and Conversational UI.
• Demonstrate strong problem-solving skills and the ability to think critically.
• Exhibit excellent communication and collaboration skills.
• Have a solid understanding of Data Quality and Data Governance principles.
• Show proficiency in managing hybrid work models and day shifts.
• Display a commitment to continuous learning and professional development.
• Bring a proactive approach to identifying and addressing technical challenges.

Certifications Required

Certified Contact Center Expert Conversational AI Specialist

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.