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IT Digital Services Manager

Raya Customer Experience
6th of October, Giza
Posted 5 years ago
48Applicants for1 open position
  • 46Viewed
  • 13In Consideration
  • 33Not Selected
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Job Details

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Job Description

  • Deploy on wide scale new digital technologies, Omni Channels, Social Media customer server platforms, analytics and robotics, self services and VR technologies
  • Deploy on scale full automation plan for organization internal systems
  • Leverages user feedback and technology trends to facilitate an improved customer experience
  • Acts as project manager for the implementation of new digital products and services. Works with internal stakeholders, technology providers and system implementation houses.
  • Assists with troubleshooting and offer support to internal representatives, when applicable
  • Assist with the management and maintenance of risk assessments, user control audits and documentation, business impact and continuity plans, and vendor management for all relevant digital services
  • Responsible for assessing emerging trends, technologies, electronic platforms and potential partnerships that allow us to deliver innovative experiences and that simplify the customer experience
  • Handle annual budget and ensure cost effectiveness
  • Deploying Digital Services and applications on time according to business plans
  • Monthly progress report on all business plans activities
  • Working with presales designing solutions for new business opportunities
  • Identity areas where better services can be provided for existing client leveraging new deploying digital technologies
  • Assess and evaluate vendors performance

            Job Requirements

            • Strong background with new Contact Center Technologies, Omni Desktops, Self Services, Bots, web chats, social media management platforms
            • Strong Background with systems integrations, CTI, and database engines and management systems
            • AVAYA Portal Experience and Genesys systems strong knowledge
            • Previous experience in a plus
            • Have the ability to effectively lead, manage, motivate, and develop a team
            • Understands the strategic direction and present recommendations for new technological advances and services to our contact center offerings
            • Identify process improvement opportunities as needed
            • University Graduate (Engineering/Technical Faculty)
            • Minimum of 7 years of experience in a related role.
            • Cisco IPCC Digital Integrations, AVAYA Digital Service, Genesys Digital Services certifications or similar technologies certifications and proof of experience
            • Strong Background with programming and coding platforms
            • Previous contact center experience is a plus Very good in both Arabic and English language is mandatory.

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