Job Description

PRINCIPAL CONSULTANT CONTACT CENTER REMOTE - USA

The role is of a Principal Consultant- Contact Center will lead client interactions to determine their business issues and recommend feasible and viable Domain Transformation and Digital Transformation solutions to drive business value in Customer Service. It uses in-depth domain understanding of Customer Service and Contact Center Operations aligned to business objectives, processes, measurements and digital tools to analyze client business challenges, formulate hypotheses and test conclusions to determine appropriate analytics solutions using Data Analytics and new age digital technologies such as AI/ ML, Analytics, Automation, etc. ABOUT THE INFOSYS DIGITAL TRANSFORMATION TEAM.. Digital Transformation Services (DTS) is re-imagination of existing business processes and creation of New Services to help customers navigate their Digital Journeys through a combination of Analytics, Machine Learning, AI, Intelligent Automation, and deep domain expertise to drive ‘Impactful’ experience and effectiveness. Today’s operational landscape is quite complex. Business processes are critical in achieving the company’s goals and any limitations will lead to lesser agility and to lose its competitive edge. This service line within Infosys BPM plays a critical role to bring digital technologies into the business processes. The DTS team works with clients to uncover the key problems, find innovative solutions and implement those solutions to deliver optimal business value. RESPONSIBILITIES IN THIS ROLE, YOU WILL..

• Lead and manage large and complex Innovation & Transformation engagements in Customer Service, understanding current business challenges, perform fit gap analysis, and develop solutions using various improvement levers such as best practices, benchmarks, intelligent automation, Analytics, etc.
• Consulting skills in Customer Service and Contact Center Industry expertise, business acumen and understanding of digital and analytics technologies in said domains
• Lead and create revenue streams, through transformation engagements with clients, participate in large transformation deals and lead the DTS and BPM transformation tracks
• Lead and conduct comprehensive business analysis and Diagnostic Discovery & Assessment to identify use cases for Domain and Digital solutions
• Project Management duties and deep domain expertise in Customer Service, Contact Center, or Service Desk and Vertical Industry experience in, Retail/CPG & Logistics; Services, Utilities, Resources & Energy; Telecom, or Media & Entertainment
• Lead and participate large-scale transformation projects. Work proactively with Client stakeholders to re-imagine their current business processes by deploying digital technologies and/or develop a new operating model in line with competitive and market forces.

QUALIFICATIONS BASIC

• Bachelor’s Degree in any career stream
• At least 10 years of relevant work experience

PREFERRED

• Strong Consulting and Customer Service skills & demonstrated experience in driving digital transformation efforts in business processes.
• Prior experience in driving automation initiative by conducting business process reviews to identify the use cases for automation.
• Has introduced solutions such as Avaya, Liveperson, IBM Watson, Google CCAI, Amazon Connect, or Cisco UUIC
• Has experience with various Chat Bot platforms
• Strong client Interfacing and relationship skills
• Presentation and Communication skills

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).   The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. ABOUT US Infosys BPM Ltd., the business process management (BPM) subsidiary of Infosys Ltd. (NYSE: INFY), was established in April 2002. We offer integrated end-to-end transformative BPM services and have journeyed through the table-stakes of effectiveness and efficiency with an ever-increasing focus on enhancing stakeholder experience and empathy. We enable clients to navigate their digital journey, operating from 33 delivery centers across 14 countries. We employ over 44,443 people from over 110+ nationalities, as of Dec, 2020.   The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like NASSCOM, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists. EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Company Description

Infosys BPO Americas, LLC (IBA) headquartered in Atlanta GA, is a fully owned Mortgage BPO subsidiary of Infosys BPM Ltd. IBA aims to provide residential mortgage BPO services to third party financial institutions. Keeping in line with the success and the history of the parent, the Company will utilize its experienced leadership, robust technical and systems knowledge to drive innovation to financial institutions. Backed by the stalwarts in BPO (Infosys BPM Ltd.) and Technology (Infosys Ltd.), IBA is positioned perfectly to help its partners achieve optimal results in the mortgage outsourcing space. Infosys BPM Ltd., the business process management (BPM) subsidiary of Infosys Ltd, was established in April 2002. We offer integrated end-to-end transformative BPM services, and have journeyed through the table-stakes of effectiveness and efficiency with an ever-increasing focus on enhancing stakeholder experience and empathy. We enable clients to navigate their digital journey, operating from 32 delivery centers across 16 countries. We employ over 43,360 people from over 100 nationalities, as of March, 2020. The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like NASSCOM, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin