Consultant at leading Data Consultancy
2 weeks ago
The Lead Consultant will play a pivotal role in defining and executing a comprehensive roadmap for migrating our client's contact center operations from an on-premise Avaya system to the Genesys Cloud CX platform. This individual will assess current operations, identify opportunities for improvement, and lead the planning and implementation of cloud migration strategies. The ideal candidate will have a strong background in contact center technologies, cloud migration, and project management within the insurance industry.
Conduct a thorough assessment of the current Avaya system, Contact center operation processes including infrastructure, applications, and workflows.
· Coordinate with stakeholders across the client's organization to ensure alignment and buy-in for the migration project.
· Oversee the transition of data and integration of third-party applications with the Genesys Cloud CX platform.
· Conduct workshops and training sessions for the client's staff to ensure smooth adoption of the new system.
· Monitor and report on the migration project's progress, addressing any challenges or roadblocks promptly.
· Proven experience in leading large-scale cloud migration projects, specifically involving contact center technologies.
· Strong project management skills, with experience in Agile or similar methodologies.
· Effective communication and stakeholder management skills.
Certification in Project Management (e.g., PMP, PRINCE2).
· Technical background in IT or Computer Science.
· Experience with AI and automation technologies in the context of contact centers.
· Prior consulting experience in the insurance sector.
· Knowledge of the insurance industry's regulatory environment and compliance requirements.
· Network and Security aspects of Cloud Platforms
Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field. A Master’s degree is preferred.
· At least 10 years of experience in IT consulting, with a focus on cloud migration and contact center operations.
· Demonstrated success in leading migration projects from Avaya to Genesys or similar platform migrations.
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