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IT Digital Service Manager

Raya Customer Experience
6th of October, Giza
Posted 5 years ago
89Applicants for1 open position
  • 37Viewed
  • 0In Consideration
  • 0Not 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  
  • 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

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