IT Digital Service Manager

Raya Contact Center 6th Of October, Giza

Posted December 30, 2020

Applicants for
1 open position

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Experience Needed: 8 to 10 years	Career Level: Manager	Job Type: Full Time
Salary: Confidential	Vacancies: 1 open position

Job Categories:

IT/Software Development

Engineering - Telecom/Technology

About the Job

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
Identify 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, webchats, 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 is 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
Minimum of 8 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

Keywords:

Information Technology (IT)

About this Company

Raya Contact Center is a world-class Business Process Outsourcing Service Provider offering contact center services, back office services, inside sales channel management and professional services. Raya Contact Center with its Call Center services caters to clients, including... (More)

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