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As an Engagement Leader, you will leverage your robust technical background in contact centre technologies to address business needs through a consultative approach. Your responsibilities include leading end-to-end technical discussions covering Conversational AI, analytics, project infrastructure, APIs, integration, voice loggers, and IVR systems. The role offers a hybrid remote work environment with 50% travel to customer sites. During onsite visits, you will engage directly with clients to understand requirements, provide technical expertise, and oversee project implementations. Your ability to communicate technical concepts effectively and build strong relationships with stakeholders is pivotal in driving project success and delivering solutions aligned with business objectives. You must be fluent in Spanish and English
RESPONSIBILITY
The role encompasses several critical responsibilities:
• Scope Management - Develop, clarify, and manage the project scope, defining deliverables and ensuring targeted outcomes are achieved.
• Requirement Collaboration - Collaborate with stakeholders to derive both functional and non-functional requirements essential for project success.
• Project Management Deliverables - Develop, maintain, and distribute standard project management deliverables such as implementation plans, project schedules, budgets, issues logs, meeting minutes, risk assessments, and status presentations to ensure successful project launches.
• Stakeholder Management - Manage internal and external stakeholders, subcontractor partners, and project team members, ensuring the accuracy of project data in internal systems.
• Presentation & Relationship management - Present project results to customer stakeholders through insightful recommendations. Build deep client relationships, network, and act as a thought partner, anticipating business problems and delivering exceptional service.
SKILL ASSESSMENT
Customer Facing –
Vertical Knowledge –
Product Knowledge –
Technical Knowledge –
DESIRED EXPERIENCE
• 8 to 10 Yrs. Experience in Project / Program Management, account management, professional services or other
• Professional PM certification includes plausible PMP, Prince2, ITIL, Agile, SCRUM or equivalent.
• Experience of working on contact center technologies.
• Should be able to handle multiple projects at any given time.
• Demonstrated understanding of Project Management processes, strategies, and methods
• Experience working in a high-level collaborative environment with a focus on teamwork.
• Ability to predict challenges and seek to proactively head-off obstacles.
• Strong written and verbal communication abilities in English and, capable of effectively presenting ideas and engaging in social interactions in the required language.
• Travel appropriately 50% of the time to customer sites.
GOOD TO HAVE
• Experience in deploying speech analytics / Conversational BOT / Agent Assist
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