Key Responsibilities

• Lead the end-to-end design and deployment of cloud contact centre solutions, including IVR design, routing strategies, workflows, and integrations
• Work closely with customers to gather business and technical requirements, conduct solution workshops, and provide technical consultation
• Design and implement integrations with CRM and enterprise platforms such as Salesforce and ServiceNow
• Develop and implement AI and GenAI use cases, including conversational bots, agent assist, call summarisation, sentiment analysis, and Retrieval-Augmented Generation (RAG) solutions
• Configure and optimise AI-powered capabilities such as speech transcription, analytics, automation workflows, and real-time insights
• Translate business requirements into scalable, maintainable, and secure solution architectures
• Troubleshoot and resolve complex technical issues across contact centre platforms, integratio...