Contact Center Operations Specialist

منذ 2 أيام

Sharjah city, Sharjah, الإمارات العربية المتحدة Dicetek LLC دوام كامل

مجانًا عبر البريد الإلكتروني أو Google

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Main ResponsibilityTechnical 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 enablemento CRM integration and data flowso AI NLP platforms Kore Ai OpenAI for chatbots automation and related use caseso Cloud deployment environments and relevant security considerationso Network connectivity disaster recovery and high availability requirementso CX and user journey components service catalogue knowledge base and related toolso Agent desktop solutions supporting systems workforce management and related platformsIntegration 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 requirementsCompliance 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 vendorsDocumentation 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 resolutionStakeholder 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-makingQualificationsBachelor'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.

Contact Center Operations Specialist

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وظائف مشابهة في Sharjah city

أهم المدن

الأمريكتين

أوروبا

آسيا / أوقيانوسيا

أفريقيا

Contact Center Operations Specialist

احفظ هذه الوظيفة وحافظ على تنظيم بحثك

وظائف مشابهة في Sharjah city

أهم المدن