Utilities Call Center Automation (CCaaS Platforms)

Job Description

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**Position Name: Domain Consultant – Utilities Call Center Automation (CCaaS Platforms)**
Project Duration: 6 Months – 1 Year

Employment Type: Contractor

Location: Remote

Shift Timings / Time Zone: Onshore

Expected Joining Timeline: Immediate

**Experience Required:**
10+ Years

Preferablybut you can submit H1B transfers (except OPT), We need W2 candidates preferably, please have NDA in place with the candidate.

**Years of Experience Required:**
10+ Years

**Job Description**
We are seeking a Domain Consultant for Call Center Automation with deep experience across CCaaS platforms and contact center operations. This role will act as a bridge between business stakeholders, contact center operations, and technical delivery teams, driving automation, AI enablement, and platform modernization initiatives.

The consultant will lead discovery, solution design, and transformation advisory for customer service organizations, with a strong focus on AI-driven automation, agent assist, self-service, and operational efficiency.

Roles and Responsibilities

– Utilities Call Center Domain Expertise
– Lead end-to-end assessments of utility customer service operations, including:
– Start / Stop / Move (SSM)
– Billing inquiries and high bill complaints
– Payment arrangements & collections
– Outage, storm, and emergency calls
– Credit, deposits, and enrollment
– Understand and optimize:
– Seasonal and storm-driven call spikes
– Regulatory and compliance constraints
– Rate changes, bill redesigns, and customer communications
– Map customer journeys across voice, chat, email, SMS, and portals
– CCaaS Platform & Utilities Integration Advisory
– Provide solution advisory for CCaaS platforms such as:
– Genesys Cloud / Engage
– Amazon Connect
– NICE CXone
– Five9
– Talkdesk
– Salesforce Service Cloud Voice
– Design integrations between CCaaS and:
– Oracle Utilities CCB / CCS / C2M
– MDM, OMS, and Outage Management Systems
– Payment gateways and IVR self-service
– Define IVR, routing, and escalation strategies specific to utility use cases
– AI & Automation for Utility Contact Centers
– Identify and design AI-driven automation use cases, including:
– Conversational IVR for SSM, bill balance, payment status
– Real-time agent assist for billing explanations and outage scripts
– Knowledge-based AI for tariffs, policies, and regulatory content
– Call summarization, disposition automation, and QA scoring
– Align AI usage with regulatory, privacy, and audit requirements
– Client Engagement & Advisory Leadership
– Facilitate discovery workshops with:
– Customer Care leadership
– Regulatory & compliance teams
– IT and enterprise architecture
– Translate business and regulatory needs into:
– Functional requirements
– Solution blueprints
– Multi-phase roadmaps (quick wins → transformation)
– Support pre-sales and RFP efforts for utilities clients
– Delivery Oversight & Value Realization
– Guide delivery teams on:
– Utility-specific user stories and acceptance criteria
– UAT and cutover readiness for peak periods
– Post-go-live optimization and stabilization
– Define success metrics aligned to utilities:
– Call containment & deflection
– AHT during peak events
– CSAT during outages
– Regulatory complaint reduction

**Must Have – Domain Knowledge**

– Strong understanding of:
– Utility CIS systems (CCB / CCS / C2M)
– Billing, metering, and outage processes
– Seasonal call volume drivers
– Regulatory and compliance impacts on CX
– Familiarity with AMI, OMS, and MDM integrations
– Executive-level communication and facilitation
– Ability to translate regulatory + operational needs into technical solutions
– Strong documentation and solution design skills
– Comfortable working in complex, multi-vendor utility environments

**Qualifications & Skills**

– Bachelor’s degree in Business Administration, Information Systems, Computer Science, or related field