Contact Centre Practice /COE (:Amazon Connect //Nice WFM /Genesys Cloud)

Job Summary

• Over 15 years of experience in software delivery and implementation, specifically within Customer Operations and Sales Operations domains.
• Extensive background in deploying technology solutions for large clients, focusing on automation, digital transformation, and customer success.
• Proficient in implementing both in-house and third-party solutions (e.g., AWS Connect, Genesys Cloud, Salesforce, Zendesk), including hands-on collaboration with product vendors.
• Strong analytical and problem-solving capabilities to resolve complex issues efficiently.
• Assertive decision-maker with autonomy in determining objectives and strategies for critical assignments.
• Skilled in collaborating with cross-functional teams and engaging stakeholders at all organizational levels.
• Excellent communication, executive presentation, and interpersonal skills.
• Results-oriented and committed to overcoming challenges to ensure customer success.
• Deep understanding of business processes and their integration with IT systems/ERP.
• Proactive in risk assessment and mitigation.
• Responsible for delivering technological solutions in partnership with operations and transformation teams to maximize business impact.
• Sets strategic direction and actively drives adoption of assets and solutions.
• Engages and negotiates with senior management at client organizations and internally, influencing product design and outcomes.
• Leads and motivates teams, including management of Product Managers/Leads for each technology component.
• Responsible for timely resolution of delivery issues through effective stakeholder engagement.
• Participates in regular status updates with account leadership and steering committees.