Contact Center Engagement Delivery Lead

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.

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