Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
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
