Contact Center Transformation Consulting Manager - Genesys | Manila
TASQ Staffing Solutions View all jobs
- Manila City, Metro Manila
- Permanent
- Full-time
- 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 the company's teams and Vendors (if any) to respond to RFIs and RFPs
- 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
- 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
- An opportunity to work on transformative projects with key G2000 clients
- Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
- Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
- Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
- Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.