Senior Specialist, Cloud CC Delivery Lead

About the role

Enterprise Technology Cloud Infrastructure team at EXL drives cloud contact center transformations, building and operating CCaaS platforms and AI-enabled outreach solutions. The Senior Specialist leads design, deployment, and operational management of omni‑channel contact center services, including automated dialer, campaign management, IVR, and analytics. Based in Noida, hybrid work model with on‑site collaboration as needed.

What you’ll do

• Interact with client teams to gather requirements and design CCaaS solutions
• Develop and deliver industry‑standard CCaaS capabilities, including automated outreach and omni‑channel platforms
• Implement and manage conversational AI, sentiment analysis, and speech analytics features
• Ensure system maintenance, licensing, configuration, disaster recovery, and SLA compliance
• Create documentation and reusable intellectual property for future deployments

What you’ll bring

• Bachelor's or Master's degree in Computer Science, Electronics and Communications, or related field
• 10-12 years experience in CCaaS solutions, delivery, and consulting

Nice to have

• AWS Micro‑services
• Amazon Connect, Genesys, NiceCXOne platforms
• Conversational AI IVR and chat bots
• API and third‑party CRM integrations
• Campaign and lead list management

Skills

Education

Bachelor's Degree