Contact Center Engagement Delivery Lead
Apply NowCompany: Cognizant
Location: Seattle, WA 98115
Description:
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.
#LI-FA1
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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.
#LI-FA1
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don't just dream of a better way - we make it happen.
- We take care of our people, clients, company, communities and climate by doing what's right.
- We foster an innovative environment where you can build the career path that's right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.