Based in the Global Office, you will oversee the delivery and administration of cloud-based contact centre solutions, such as CcaaS (Genesys Cloud), Contact Center, Telephony, Voice, and CRM systems. You will effectively collaborate across different domains, liaising with Business, Service Units, and work closely with Delivery partner and regional and country Program leads to capture requirements, build solutions, and share best practices, in line with our FOCUS strategy.
ROLES & RESPONSIBILITIES
• Responsible for the overall integrity of the Contact Centre software architecture, including design, implementation, testing, and support of live solutions.
• Drive technical direction and implementation of advanced Contact Center technologies ( e.g. IVR, AI, Automation)
• Partnering internal stakeholders, providing insights and recommendations for appropriate software architecture.
• Effective collaboration across functions to ensure the CCaaS solution meets their needs.
• Lead migration of contact centre operations to a CCaaS solution, ensuring business continuity.
REQUIREMENTS
• Degree and above in Computer Science/Information Technology or equivalent.
• 6 years of Consulting IT experience in a MNC technology services environment
• Experience on application architecture, contact Center technologies and technical implementation (e.g. Inbound & Outbound solutions, QM recording, WFM, Omni-Channel , Analytics, Customer Journeys, Reporting).
• Proficiency in agile methodologies, partnering with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
• Cloud enablement of Contact Centre Solutions
• API/Web Service integrations to back-end systems (REST, JSON, and SQL database)
• Voice-related platform integrations e.g. Genesys or equivalent, WebRTC/CTI APIs & integrations, call recording and workforce management/optimization APIs & integrations.
• Omnichannel orchestration and hands-on development and deployment experience
• Understanding of network design principles and best practices including network architecture, QoS, troubleshooting, and integration.
Candidates with following experience will be preferred
Peripheral contact centre applications and integrations including CRM, ServiceNow, workforce management (WFM), quality management (QM), display boards and reporting tools with expertise in call routing, call recording, IVR/self-service, scripting, and workforce management.
