About the job
About the Role:
We seek enthusiastic and skilled professionals to define innovative service strategies, design, and implement cutting-edge contact center solutions, and enhance our clients' service operations. Ideal candidates will possess exceptional communication skills, a solid understanding of relevant technologies, creative problem-solving abilities, and a strong commitment to quality service.
Key Responsibilities:
- Analyze customer inquiries related to Contact Centers and recommend optimal solutions, particularly for On-Premise and Cloud/Hybrid Cloud solutions.
- Oversee Contact Center engagements (with a focus on Genesys) throughout various project delivery phases.
- Lead the development of business proposals, collaborating closely with internal teams and external vendors (if applicable) to effectively respond to RFIs and RFPs.
- Manage and enhance Genesys capabilities in partnership with other managers while expanding practices through headcount growth, creating thought leadership content, and developing assets aimed at improving operational efficiency and customer experience for our clients.
Are You the Right Fit?
Manager - 10+ Years of Experience
- A minimum of 10 years' experience in Customer Service operations and Contact Center channels.
- Proven experience leading customer service operations assessments/benchmarking, identifying gaps, and building business cases for enhancements.
- Expertise in implementing multi-channel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage, PureConnect, Engage Cloud, and Genesys Cloud Suite.
- Extensive knowledge of Customer Service Operations, with cross-industry experience being an advantage.
- Hands-on experience with Voice and Non-Voice (SMS, Email, Chat, etc.) application solutions using Genesys Composer and Genesys Designer (preferably within a SIP framework).
- Ability to proactively identify customer needs through technical benefit assessments, articulating the business value of solutions to address potential objections.
- Experience in preparing and responding to customer RFP requests, ensuring technical feasibility is carefully qualified.
- Understanding of on-premise, cloud, hybrid cloud solutions, and cloud economics, including pricing strategies for different Genesys offerings and providing detailed TCO analysis.
- Experience in Genesys Cloud administration and application development using Genesys Designer.
- Familiarity with Genesys Framework Components (including but not limited to GVP, eServices, GRE, SIP, URS, Info Mart, GMS, OCS, GPlus Integrations, etc.) or similar solutions.
- Demonstrated ability to utilize Genesys product solutions to automate customer service processes such as Task Routing, Interaction Routing, CTI, Reporting, etc.
