Responsibilities

• Enhance and develop analytics product offering in Contact center, Marketing, and customer experience analytics domain.
• Execute POC/Pilot of analytics projects.
• Solution Architect – ability to solution customer analytics solution with strong expertise that spans across customer lifecycle such as customer acquisition, digital marketing, journey analytics, speech/text analytics, AI/ML predictive models such as cross sell/ retention models and Workforce management analytics.
• Embedding Customer Analytics solution to CXM ( BPO ) Operations
• To drive the productivity for Operations by reducing cost and increasing customer satisfaction across various domains such as Contact center, collections, Back office, Marketing Operations, Campaign Operations etc.
• Role involves working together with enterprise team –Service Line team, Analytics team, Enterprise sales team – responding to RFP and other qualified leads.
• Role is to perform consulting assessments through POC , Pilot to demonstrate the value of customer analytics to enable large deals.
• Requires knowledge of CC, Marketing technology, Operations, Analytics and Process.
• Execute the business impact projects on optimizing the CC operations
• Independently execute and validate the existing processes and identify opportunity for the improvement
• Understand the credit card and customer service operations
• Customer behavior analysis to understand the customer contact cycle , includes customer segmentation, predictive analysis
• Design, execute and validate the projects independently along with managing customers
• Execute multiple projects requests at the same time