Cognizant Technology Solutions is currently seeking a highly skilled Contact Center Engagement Delivery Lead who will be responsible for managing client engagement in Contact Center Domain.
Cognizant Moment™ provides Cognizant’s clients with a unique perspective to foster growth, attract new customers, strengthen loyalty, and drive new revenue streams with intuitive and engaging content and products. One that combines big data insights with the imaginative application of generative AI to drive innovation and deliver hyper-personalized, dynamic experiences that shape the world of tomorrow. Cognizant Moment’s global network of ingenuity and creativity, supported by a deep tech engineering background, is delivering hyper-personalized, dynamic experiences
Are you ready to be a change-maker? At Cognizant, we believe those who challenge the way they work today will lead the way tomorrow. Ability to work independently and remotely, with willingness travel for client engagements as needed.
Responsibilities:
• Engage new client programs and drive the outcomes in existing applications, assigned or provided in technical specifications
• Support client demands and engage market leads for new opportunities and drive the overall sales & delivery cycles.
• Experience in implementation and day-to-day functions such as running of existing programs, applications, integration, reviewing design ideas, writing, or editing software and code, performing testing activities, and updating documentation
• Coordinate activities with other technical and functional areas as required
• Work may include sensitive healthcare information, data, trends, or claims
• Support other team members, remove technical roadblocks, and suggest new technical solutions
• Work with the development team and execute design methods on Contact center project with sizable team
• The candidate is expected to coordinate with IT and business support groups for infrastructure needs, QA support and production rollout.
Required Skills/Qualifications:
• Around 15-18 years of IT experience in customer service technologies including Genesys, Avaya, Cisco and Google Cloud SERVICES, solution design and implementation. Also have experienced omni-channel and AI/ML solutions.
• Proven experience in managing client engagement for a larger customer base and should be able to manage a sizable team of 100-to-150-member team.
• Experience includes people and project management, enterprise architecture and technical leadership
• Experience with Building Client relationships and stakeholder communication with business leadership, vendor and sales
• Experience in Project management and delivery management in contact center products
• Managing and leading technology mergers as a result of organizational acquisitions
• Provided cost savings, solution optimization, process improvement for current organization and previous clients
• Six sigma yellow belt trained, green belt project in progress, certified systems IN Project management.
• Healthcare, Insurance and Education/e-Learning domain experience
• Excellent analytical, communication (oral & written) and interpersonal skills
• Highly self-motivated, quick learner, team player, challenge seeker
• Good leadership and project execution skills, happy to mentor and share knowledge
Preferred Skills/Qualification:
• Handled 4-5 large contact center project and with sizable team
• Contact Center products knowledge and whole contact center domain knowledge.
• Ability to lead the discussion with business and IT stake holders.
Home office setup (network, phone, etc.) Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, inspires thought leadership, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.
If you are comfortable with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you.
#LI-FA1
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients.