IT Digital Service Manager

Raya Contact Center 6th Of October, Giza

Applicants for
1 open position
Experience Needed:
8 to 10 years
Career Level:
Job Type:
Full Time
1 open position
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
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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