Company Name

Infosys Ltd ( Chennai )

Job Description

• Responsibilities:

  • Collaborate with the consulting team through various project phases including problem definition, effort estimation, diagnosis, solution generation, design, and deployment.

  • Conduct research and evaluation (e.g., literature review, public domain information, vendor documentation) to identify solution alternatives and create Proofs of Concept (POCs).

  • Translate business needs into functional requirements and define the ?to-be? process workflows and detailed designs.

  • Configure solution requirements on platforms such as Nice CXone and troubleshoot issues by diagnosing root causes and proposing alternatives.

  • Participate in testing activities such as IVR testing and solution validation.

  • Contribute to organizational initiatives and continuously deliver high-quality, value-added solutions.

  • Stay updated with the latest technologies and contribute to best practices and improvements.

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  Required Technical and Professional Skills:

  • Primary Technology Skills:

    • Nice CXone Development

    • IVR (Interactive Voice Response) Configuration and Testing

    • CCT (Contact Center Telephony)

    • IVR Functional Testing

    • Contact Center Infrastructure and IVR Concepts

  • Preferred Skills:

    • Experience with Genesys IVR/CCT platforms

    • Strong understanding of contact center architecture and integration patterns

    • Familiarity with APIs and third-party integrations in a contact center environment

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  Additional Responsibilities:

  • Work with clients to understand business challenges and contribute to solution design.

  • Apply logical thinking and structured problem-solving techniques.

  • Evaluate current processes, identify areas for improvement, and recommend suitable technology solutions.

  • Possess one or more domain knowledge areas (e.g., Telecom, Banking, Insurance, etc.)

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  Educational Requirements:

  Bachelor?s or Master?s degree in:

  • Computer Science

  • Computer Applications

  • Engineering

  • Technology

  Accepted Degrees:

  • B.E., B.Tech, BCA, BSc (Computer Science)

  • MCA, MSc (Computer Science), M.E., M.Tech

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