Drive innovation at Tata Consultancy Services as an IVR & Contact Centre Specialist. Focus on developing scalable, AI-enabled solutions that enhance customer experiences and operational efficiency.

In this role, you will architect and design cutting-edge IVR solutions to improve the contact centre performance at TCS. Collaborating with various stakeholders, you'll capture essential call flow logic and integration needs while leveraging Salesforce Service Cloud Voice and Amazon Connect. Your leadership will be pivotal in modernizing contact centre operations to meet customer demands.

Key Responsibilities:
• Define and architect scalable IVR and contact centre solutions
• Conduct workshops to gather customer journey insights
• Design cloud-based solutions ensuring security and compliance




• Implement API integrations for seamless customer interaction
• Analyze performance metrics to drive continuous improvement

Requirements:
• Extensive experience with IVR and contact centre systems
• Solid understanding of Salesforce Service Cloud and Amazon Connect
• Proficient in MuleSoft API integrations
• Familiar with AI capabilities in customer service
• Robust analytical skills for monitoring system performance

Utilize your expertise in contact centre architecture to shape customer experiences at TCS.
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📌 TCS IVR & Contact Centre Specialist (Ontario)
🏢 TATA Consultancy Services
📍 Ontario