Contact Center Lead
Apply NowCompany: Cognizant
Location: Somerset, NJ 08873
Description:
Job Summary
We are seeking a highly experienced Technical Lead with 16 to 20 years of experience to join our team. The ideal candidate will have a strong background in Contact Center Support and Conversational UI. Experience in Data Quality and Data Governance is a plus. This hybrid role offers the opportunity to work on innovative projects that impact our companys success and contribute to societal advancements.
Responsibilities
Qualifications
Certifications Required
Certified Contact Center Expert Conversational AI Specialist
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Disclaimer: The salary, other compensation, and benefits 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.
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.
We are seeking a highly experienced Technical Lead with 16 to 20 years of experience to join our team. The ideal candidate will have a strong background in Contact Center Support and Conversational UI. Experience in Data Quality and Data Governance is a plus. This hybrid role offers the opportunity to work on innovative projects that impact our companys success and contribute to societal advancements.
Responsibilities
- Lead the development and implementation of Contact Center Support solutions to enhance customer interactions.
- Oversee the integration of Conversational UI technologies to improve user experience.
- Provide technical guidance and mentorship to team members to ensure high-quality deliverables.
- Collaborate with cross-functional teams to align technical solutions with business objectives.
- Ensure the scalability and reliability of Contact Center systems to support growing customer demands.
- Conduct regular assessments of system performance and implement improvements as needed.
- Develop and maintain documentation for technical processes and solutions.
- Stay updated with the latest industry trends and technologies to drive innovation.
- Manage project timelines and deliverables to ensure successful project completion.
- Coordinate with stakeholders to gather requirements and provide technical expertise.
- Facilitate training sessions for team members on new technologies and best practices.
- Monitor and address any technical issues that arise during project execution.
- Contribute to the companys strategic goals by delivering high-impact technical solutions.
Qualifications
- Possess extensive experience in Contact Center Support and Conversational UI.
- Demonstrate strong problem-solving skills and the ability to think critically.
- Exhibit excellent communication and collaboration skills.
- Have a solid understanding of Data Quality and Data Governance principles.
- Show proficiency in managing hybrid work models and day shifts.
- Display a commitment to continuous learning and professional development.
- Bring a proactive approach to identifying and addressing technical challenges.
Certifications Required
Certified Contact Center Expert Conversational AI Specialist
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits 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.
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.