Consultant

TCS has been a great pioneer in feeding the fire of Techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together. Your role is of key importance, as it lays down the foundation for the entire project.
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Role: CRM CCaaS Consultant
Experience: 5-12 Years
Location: PAN India
Technical Skills: CCaaS Solutions, CRM Integration, Genesys Cloud / NICE CXone, Amazon Connect, IVR & Call Routing, Omnichannel Customer Experience, CTI & Cloud Telephony
Job Summary
TCS is looking for an experienced CRM CCaaS Consultant with expertise in Contact Center as a Service platforms and CRM integrations. The candidate will be responsible for designing, implementing, and supporting cloud-based contact center solutions integrated with CRM systems to enhance customer experience and operational efficiency.
Must Have Skills
CCaaS (Contact Center as a Service)
Genesys Cloud / NICE CXone / Amazon Connect / Five9
CRM Integration (Dynamics 365, Salesforce, ServiceNow, Oracle CRM)
IVR Design & Call Flow Configuration
Omnichannel Customer Engagement
Contact Center Operations
API Integration & Web Services
Workforce Optimization (WFO)
Roles & Responsibilities
Design and implement CCaaS solutions based on business requirements.
Integrate contact center platforms with CRM applications.
Configure IVR, routing strategies, chat, email, and voice channels.
Work closely with business stakeholders to gather and analyze requirements.
Manage deployment, migration, and support activities.
Troubleshoot platform and integration issues.
Ensure adherence to security, compliance, and best practices.
Prepare technical documentation and conduct knowledge transfer sessions.
Preferred Skills
Experience with Salesforce Service Cloud or Dynamics 365 Customer Service.
Knowledge of AI-driven customer service solutions, chatbots, and conversational AI.
Understanding of SIP, VoIP, CTI, and cloud telephony.
Experience in Agile delivery models.
Relevant CCaaS platform certifications.

Work arrangement
No