Main Responsibility:

Technical Readiness and Operational Enablement

Lead the technical readiness and operational enablement of Contact Center solution components in collaboration with vendors and internal teams, including:

o Genesys platform setup and multichannel enablement

o CRM integration and data flows

o AI/NLP platforms ( Kore Ai, OpenAI) for chatbots, automation, and related use cases

o Cloud deployment environments and relevant security considerations

o Network connectivity, disaster recovery, and high availability requirements

o CX and user journey components, service catalogue, knowledge base, and related tools

o Agent desktop solutions, supporting systems, workforce management, and related platforms

Integration Coordination and Readiness

• Manage integration readiness activities with vendors and internal teams to ensure effective integration between the Contact Center solution and relevant client and third-party systems.

• Oversee integration requirements, data flows, and interface specifications to ensure alignment with business, operational, and technical needs.

• Lead integration-related activities during implementation, testing, and UAT phases, and track pending actions to closure.

• Coordinate with relevant stakeholders to address integration dependencies, technical issues, and readiness requirements.

  
  

  Compliance and Standards Alignment

  
  

• Ensure alignment of Contact Center solution components with applicable cybersecurity, data residency, privacy, and enterprise architecture requirements.

• Oversee relevant non-functional requirements such as performance, scalability, availability, and operational readiness in coordination with technical teams and vendors.

  
  

  Documentation and Technical Follow-up

  
  

• Oversee the preparation, review, and update of technical and operational documents related to Contact Center solutions, integrations, and implementation activities.

• Maintain visibility of business and technical requirements across implementation activities and track related technical actions, issues, and risks.

• Follow up on technical assumptions, dependencies, and mitigation actions with relevant stakeholders to support timely resolution.

  
  

  Stakeholder Coordination and Reporting

  
  

• Participate in technical and operational workshops with vendors and internal stakeholders to support solution readiness and delivery.

• Escalate critical technical issues, integration risks, and delivery blockers to the Program Manager or relevant governance forums.

• Provide regular updates, implementation status, and operational readiness feedback to support informed decision-making.

Desired Candidate Profile

• Bachelor's degree in business administration, Communications, or a related field; relevant certifications are a plus.

• Minimum of 3-5 years of progressive experience in contact center operations or a similar customer-facing role.

• Proven track record in managing operational KPIs and driving performance improvements within a contact center environment.

• Proficiency in contact center technologies such as ACD, CRM software, WFM tools, and quality monitoring systems.