Senior Lead Consultant

2 weeks ago

London, United Kingdom Hexaware Technologies Full time

Job Description

Job Description:

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.

Key Responsibilities:

  • · Conduct a thorough assessment of the current Avaya system, Contact center operation processes including infrastructure, applications, and workflows.
  • · Develop a detailed migration roadmap tailored to the client's specific needs, including timelines, milestones, and resource allocation.
  • · Coordinate with stakeholders across the client's organization to ensure alignment and buy-in for the migration project.
  • · Lead cross-functional teams in the execution of migration strategies, ensuring minimal disruption to daily operations.
  • · Provide expert guidance on the Genesys Cloud CX platform, including feature utilization, customization, and optimization for the client's needs.
  • · Develop Statement of Work with clear scope definition, effort, and timeline estimate.
  • · 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.
  • · Ensure compliance with industry regulations and best practices throughout the migration process.

Mandatory Skills:

  • · Proven experience in leading large-scale cloud migration projects, specifically involving contact center technologies.
  • · Deep understanding of both Avaya and Genesys Cloud CX platforms.
  • · Strong project management skills, with experience in Agile or similar methodologies.
  • · Excellent analytical and problem-solving abilities.
  • · Effective communication and stakeholder management skills.

Nice-to-Have 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

Qualifications:

  • · 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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