Customer Success Manager

RED GLOBAL-CUSTOMER SUCCESS MANAGER-INDIA-REMOTE-ASAP-12MONTHS+

RED Global, on behalf of a Key Client Partner, is currently searching for a seasoned Customer Success Manager (CSM) to lead and manage the end-to-end delivery of Avaya TFN and Vector Flows Migration to Genesys PureCloud.

Please find the details below:

• Role: Customer Success Manager – Avaya to Genesys Migration
• Start: ASAP
• Location: Remote – India
• Duration: 12months+
• Capacity: Full time
• Language: English

Role Overview:

The ideal candidate will have deep expertise in contact center technologies, cloud migration, and customer experience transformation, with a strong background in Avaya and Genesys platforms.

Key Responsibilities:

• Own the delivery and success of Avaya TFN and Vector Flow migration projects to Genesys PureCloud.
• Collaborate with cross-functional teams including Solution Architects, Network Engineers, QA, and Business Analysts.
• Develop and manage detailed migration plans, timelines, and risk mitigation strategies.
• Ensure seamless transition of call flows, routing logic, and reporting mechanisms.
• Act as the primary point of contact for clients, ensuring satisfaction and alignment with business goals.
• Monitor KPIs and SLAs post-migration to ensure optimal performance.
• Provide training and enablement support to client teams on Genesys PureCloud capabilities.
• Drive continuous improvement and innovation in customer success delivery.

Required Technical Expertise:

Avaya Technologies:

• Deep understanding of Avaya Aura Contact Center, Avaya Communication Manager, and Avaya CMS.
• Expertise in TFN (Toll-Free Number) routing, Vector scripting, and Call Flow Design.
• Experience with Avaya System Manager, Session Manager, and Call Management System (CMS) reporting.

Genesys PureCloud (Genesys Cloud CX):

• Strong hands-on experience with Genesys Architect, Flow Design, Routing Strategies, and Queue Configuration.
• Knowledge of Genesys Cloud APIs, WebRTC, and Omnichannel capabilities.
• Experience in WFM (Workforce Management), Analytics, and Reporting within Genesys Cloud.

If you are interested and available, please apply or send an email to tislam@redglobal.com for immediate consideration.