Job Description



Role Title:

Consultant Specialist

Location: Pune

Role Purpose (overall high level summary of the role)

The job holder is responsible for Technical delivery of projects by providing technical / process guidance to project teams and be a subject matter expert for the technology and guide delivery teams for Contact Center teams across other centers for process/system improvements.

Specialist provides guidance to multiple project teams. The responsibilities entail areas such as execution of production support, creating knowledge base, and producing relevant data for trending and analysis purpose. The job holder works closely with group Telecom teams,

Team leaders, and Managers to understand the scope of work, format, and the expectations. The role holder also often liaises with the other technology teams for support purposes.

Principal Accountabilities:   Key activities and decision making areas

Typical Targets and Measures

Impact on the Business / Function

·           Service Delivery & Support

o     Align to business partner's goals for the Technology / Domain / Project and deliver goals as per agreed schedules & specifications.

o     Understand & analyse business requirements & scope, identify gaps, translate requirements into technical specifications.

o     Deliver the solutions / deliverables per the agreed requirements, schedules, within estimated efforts, within levels of quality and documentation

o     Work on critical / complex incidents & issues and ensure completion within agreed deadlines.

o     Provide technical inputs to assist TL / APM to create project Plans & schedules, effort estimates, requirement gathering & analysis, risk analysis.

o     Assist TL / APM to identify service delivery issues (SLA Slippages, Quality etc), post implementation issues, escalations and assist to drive timely & successful closure. Identify & implement actions to eliminate issues

o     Perform Project Management activities as may be applicable in the project

·           Efficiency & Cost Savings

o     Identify sustainable cost savings & efficiency gains that can be achieved by removal / reduction of direct or by reduction in FTE requirement through automation of manual tasks, removal of duplicate tasks, improvements in processes.



Customers / Stakeholders

·           Stakeholder Engagement

o     Understand & analyze changes in technology & process across the Group / regions that would impact development & support of builds & tools.

o     Collaborate with regional /Group TS teams as required. Ensure understanding of practices within regions and drive standardization amongst regions.  

o     Assist in identification & implementation of solutions to improve customer satisfaction.

·           Communication

o     Communicate project updates / progress, action plans / issues on timely basis.

o     Organize & lead meetings with regional teams for development or support of deliverables.

o     Participate in crisis call and other global calls for support & delivery of domain goals.

·           Escalation Management

o     Proactively identify problem situations and resolve to give maximum customer satisfaction.

o     Timely and appropriate escalations, only where necessary, appropriate measures are taken to improve and sustain high quality and prevent recurrence.




Leadership & Teamwork

·           Functional Management

o     Be functional managers of the SE/SSEs with a view of taking ownership of technical deliverables of the offshore.

o     Buddy/mentor for a new recruit / TSE and SE/SSE in technical areas

o     Ensure the project delivery does not suffer while replacin