Contact Center Transformation Consulting Manager

4 weeks ago

Taguig, Philippines Careerdost Enterprise Full time

On-site - Taguig >10 Yrs Exp Bachelor Full-time

Job Description Professional Development

Job Training

  • Areas of Work : Genesys PureCloud, Genesys Framework, Implementation & Design, Customer Service Operations.
  • We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center solutions and help optimize our client's service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality

Key responsibilities include :

  • Would be responsible for analyzing customer requests for Contact Center, provide solution recommendation especially On Premise and Cloud / Hybrid cloud Solutions.
  • Manage Contact Center Engagements (especially Genesys) across project delivery phases
  • Lead Business Proposals to work closely with teams and Vendors (if any) to respond to RFI's and RFP's
  • Manage Genesys capability with other Managers and help grow practice in terms of headcount, creating Point of Views, develop assets to improve operational efficiency and/or Customer experience for our clients

Minimum 9 years of experience working with Customer Service operations and Contact Center channels

  • Must have experienced in leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements
  • Must have experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage / PureConnect/ Engage cloud, Genesys Cloud suite.
  • In depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred.
  • Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Composer, Genesys Designer (Preferably in SIP framework)
  • Proactively identifying customer needs through a technical benefits assessment, carefully building the business value of the solution, in order to assist with overcoming potential objections to proposed technical solutions.
  • Assisting in the preparation and response to customer RFP requests, carefully qualifying the prospective deal for technical feasibility
  • Knowledge of on-premise, on-cloud, hybrid cloud and cloud economics which includes pricing strategy of different Genesys on-premise and cloud solutions and providing detailed TCO
  • Experience in Genesys Cloud administration & application experience using Genesys Designer
  • Experience in Genesys Framework Component (including but not limited to GVP, eServices, GRE, SIP, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.
  • Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
  • Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing
  • Professional services or engineering background with CRM and/or Contact Center solutions
  • Experience on auxiliary systems such as WFM, Recording, Virtual Hold will be a plus
  • Experience in cutting edge technologies including Bot, AI, RPA systems will be a plus
  • Experience working with large team in different geographies on agile projects
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