Principal Consultant - Contact center BA

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Principal Consultant - Contact center BA!

We are seeking a highly skilled and experienced Nuance Technical Architect with hands on development expertise specifically in Nuance Cloud, integration with NICE Cxone, and specific Nuance products such as Omnichannel Customer Engagement, Conversational IVR, Gatekeeper, to join our team. As the Nuance SME/Architect, you will be responsible for providing technical leadership, guidance, and expertise related to Nuance technologies. Your role will involve collaborating with cross-functional teams, designing, and implementing Nuance-based solutions, troubleshooting technical issues, and ensuring the successful delivery of projects.

Responsibilities

. Serve as the primary technical expert on Nuance technologies, including speech recognition, natural language understanding, and voice biometrics, with a specific focus on cloud-based solutions.

. Collaborate with stakeholders, including clients, project managers, and developers, to understand business requirements and design effective Nuance-based solutions, including integration with NICE Cxone.

. Develop and maintain a deep understanding of Nuance%27s cloud product suite, including Nuance Cloud Services, and their features, capabilities, and integration possibilities.

. Provide hands-on development expertise in creating and customizing Nuance-based applications, tools, and interfaces in a cloud environment.

. Lead the design and implementation of Nuance cloud integrations with NICE Cxone, ensuring seamless interoperability and optimal performance.

. Conduct system analysis, performance tuning, and troubleshooting to identify and resolve technical issues related to Nuance Cloud and NICE Cxone integration.

. Stay up to date with industry trends and advancements in Nuance cloud technologies, NICE Cxone, and related products such as Gatekeeper, and proactively recommend innovative solutions to enhance performance and functionality.

. Collaborate with the training team to develop training materials and deliver training sessions to clients and internal teams on Nuance cloud technologies, NICE Cxone integration, and specific products like Gatekeeper.

. Act as a technical mentor and provide guidance to junior team members, fostering knowledge sharing and professional development within the organization.

. Participate in the evaluation and selection of third-party tools, libraries, and frameworks that complement Nuance technologies and enable seamless integration with NICE Cxone.

Qualifications we seek in you!

Minimum Qualifications / Skills

. Bachelor%27s degree in computer science, engineering, or a related field. Advanced degrees are a plus.

Preferred Qualifications/ Skills

. experience in architecting Customer service-based Contact Center solutions for

o Proactive notifications / campaign solutions through SMS

o Portal Based self-service solution (Intake forms / FAQ etc)

o Voice Call deflection to Non voice solutions

o Chatbot and Digital IVR using Amazon Lex / Google CCAI (Virtual Assistant) / Azure Chatbot

o Experience on any of the Nuance Mix API, Nuance Cloud IVR or Conversational IVR or Nuance Voice Assistant, CCaaS such as Amazon Connect, Nice or Genesys

. Hands on experience on Nuance Digital Engagement Platform such as Two way SMS, Digital IVR (Voice), Nuance Contact Center AI is good to have

. In-depth knowledge of speech recognition, natural language understanding, and voice biometrics technologies in a cloud environment.

. Proven hands-on development experience with cloud-based programming languages and platforms, such as AWS, Azure, or Google Cloud Platform.

. Experience in integrating Nuance cloud technologies with NICE Cxone, including call routing, IVR, and contact center applications.

. Integration of Nuance with systems like Salesforce, MS Dynamics, etc.

. Familiarity with voice user interface (VUI) design principles and best practices for cloud-based applications.

. Strong problem-solving skills with the ability to troubleshoot and resolve complex technical issues in Nuance Cloud and NICE Cxone integration.

. Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders.

. Ability to work independently and manage multiple tasks in a fast-paced environment.

. Nuance certification(s) or relevant industry certifications in cloud platforms and contact center technologies are highly desirable.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.

Full time