Company Description: IMCS Group is one of the fastest growing MWBE (Minority Woman Owned Enterprise) staffing firms in the U.S. We focus on bringing a Diversity Recruitment approach to Fortune 500 companies within North America and EMEA region contingent labor programs. IMCS Group excels in providing top talent in IT, Healthcare, Engineering, Finance, Light Industrial, Contact Center, and Clerical. We have offices in the US, Canada, Mexico, and India in which we can provide support to our clients.
Description: POC - Diksha
Job Details:
Job title: Technology Specialist - IT Service, Support and Operations | Network | Contact Center Telephony
Work Location with Zip code: Eden PrairieMN55344
Duration of the project: 6
This role requires any travel (Yes/No): NO
Please confirm if this would be onsite from day one OR Initial remote for 2-3 months, and then expect the candidate to work from the office OR 100% Remote: Hybrid from the day 1 onsite
Is this a 100% remote role? NO
Vendor rate range: ***
Minimum years of experience required: 8-10 yrs overall experience and 3+ in leading enterprise/CX transformation programs
Would you require the candidates to meet you for an in-person interview?: Should be open for both
Education Qualification required: Bachelor s / Masters
Must have skills:
" 3+ years leading enterprise/CX transformation programs.
" Hands-on with Contact Center, CRM, Telephony, or AI-enabled customer engagement solutions.
" API/middleware integration requirements experience.
" UAT leadership experience.
" Agile/Scrum/Waterfall exposure.
" Super communication skills.
" CCaaS/omnichannel platform experience.
" Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar.
" State government or healthcare domain experience.
" CBAP/PMI-PBA/Agile BA certifications.
Nice to have skills
Single functional SME quarterback owning requirements endtoend across CRM, Telephony, and conversational AIbots ideally with State Government and Healthcare domain. Experience Lead requirements discovery across business, ops, tech, and client stakeholders for contact center, CRM, telephony, and AIdriven solutions.
Own requirements traceability, translate business needs into user stories, process flows, and acceptance criteria.
Detailed Job Description:
3+ years leading enterpriseCX transformation programs. Handson with Contact Center, CRM, Telephony, or AIenabled customer engagement solutions. APImiddleware integration requirements experience.
UAT leadership experience. AgileScrumWaterfall exposure. Super communication skills. CCaaSomnichannel platform experience.
Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar. State government or healthcare domain experience. CBAPPMIPBAAgile BA certifications. Global delivery with direct client engagement
Minimum years of experience: 8-10 yrs overall experience and 3+ in leading enterprise/CX transformation programs
Education: Bachelor s / Masters
The top 3 responsibilities would expect the Subcon to shoulder and execute:
Define integration requirements across CRM, telephony, AI platforms, and enterprise systems APIs, data mapping, interfaces. Support designdevimplementation phases, lead UAT and business validation.
3 years leading enterpriseCX transformation programs. Handson with Contact Center, CRM, Telephony, or AIenabled customer engagement solutions. APImiddleware integration requirements experience.
UAT leadership experience. AgileScrumWaterfall exposure. Super communication skills. CCaaSomnichannel platform enterprises
Custom Fields:
Name: Intake Call Requested
Value: true
Name: Intake Call Completed
Value: true
EEOC Disclaimer: IMCS Group is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. IMCS Group is committed to maintaining an inclusive workforce, where employees are hired, retained, compensated, and promoted based on their contributions to our Company.