Contact Centre Practice /COE

Role Overview: With over 15 years of experience in software delivery and implementation, particularly within Customer Operations and Sales Operations domains, you will be responsible for deploying technology solutions for large clients. Your focus will be on automation, digital transformation, and ensuring customer success. As an assertive decision-maker, you will have the autonomy to determine objectives and strategies for critical assignments. Your strong analytical and problem-solving capabilities will be crucial in efficiently resolving complex issues. Collaboration with cross-functional teams and stakeholders at all organizational levels will be a key aspect of your role. Key Responsibilities: - Implement in-house and third-party solutions such as AWS Connect, Genesys Cloud, Salesforce, and Zendesk, collaborating closely with product vendors. - Drive the adoption of assets and solutions by setting strategic direction and engaging with senior management at client organizations and internally. - Lead and motivate teams, including the management of Product Managers/Leads for each technology component. - Ensure timely resolution of delivery issues through effective stakeholder engagement. - Participate in regular status updates with account leadership and steering committees. Qualifications Required: - Excellent communication, executive presentation, and interpersonal skills. - Results-oriented with a commitment to overcoming challenges for ensuring customer success. - Deep understanding of business processes and their integration with IT systems/ERP. - Proactive in risk assessment and mitigation. (Note: The additional details of the company were not included in the provided job description.),