- Own administration, configuration, and operational integrity of the CCaaS platform across DXC client environments.
- Design and maintain IVR scripts, call flows, routing logic, and release controls.
- Design, build, test, and maintain conversational and agentic AI experiences across supported channels.
- Own electronic signature forms, client-facing web forms, and reusable form standards.
- Set knowledge management standards, administer the knowledge platform, and document DXC processes.
- Lead DXC scope for new client implementations and validate operational readiness for launches.
- Manage the CCaaS vendor relationship, escalate service issues, and track vendor performance.
- Analyze operational trends and deliver reporting to DXC leadership and financial institution clients.
- Direct the Operational Readiness Analyst’s work and represent the team in cross-functional planning.
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