Contact Center Transformation Consulting Manager/ Senior Manager

Stark Asia Solutions Inc.

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

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Job Description

Employee Recognition and Rewards

Performance Bonus, Incentives

Government Mandated Benefits

Insurance Health & Wellness

HMO

Work-Life Balance

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Customer Platform Manager

Practice: Customer, Industry Consulting I Areas of Work: Genesys PureCloud, Genesys Framework, Implementation & Design, Customer Service Operations | Level: Manager | Location: Manila | Years of Exp: 10 years+ for Manager, 12 years+ for Senior Managers

Job Overview

This Customer Sales & Service Consulting role is a high-impact management position focused on leading end-to-end Contact Center Transformations for global clients utilizing the Genesys Cloud and PureEngage suites. Operating within a top-tier Strategy & Consulting (S&C) practice, the successful candidate will manage complex project delivery phases, design sophisticated omnichannel routing and AI-bot integrations, and lead high-stakes business proposals (RFIs/RFPs). Tailored for senior professionals with 10 to 12+ years of experience, this Manila-based role blends deep technical infrastructure expertise with corporate leadership to optimize client service operations, drive headcount growth within the Genesys practice, and deliver quantifiable 360° business value.

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 Accenture 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

Your experience counts

• 10 years' 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