Contact Center

2 weeks ago

chennai, India Algoleap Technologies Pvt Ltd Full time

POSITIONPURPOSE

Agreat opportunity to play an important role to lead the GlobalPlatform of our market leading international higher educationresearch and searchplatforms.


We areseeking a highly skilled and strategic Global Contact CentreTechnology Platform Owner to oversee the development maintenanceand optimization of our global platform(s). The Global ContactCentre Technology Platform Owner will be responsible for definingthe platform strategy collaborating with crossfunctional teams andensuring alignment with businessobjectives.


KeyResponsibilities:


Develop and execute the global platform strategyincluding defining the product roadmap feature prioritization andlongtermvision.

Collaborate with stakeholders across the organizationto understand business requirements and translate them intoplatform enhancements andcapabilities.

Lead crossfunctional teams including engineeringproduct management UX/UI design and QA to deliver highqualityplatform solutions on time and withinbudget.

Define and track key performance indicators (KPIs) tomeasure the effectiveness and success of the platform and usedatadriven insights to drive continuousimprovement.

Stay abreast of industry trends emerging technologiesand competitive landscape to identify opportunities for innovationanddifferentiation.

Act as the primary point of contact forplatformrelated inquiries escalations and decisionmaking bothinternally andexternally.

Fostera culture of collaboration accountability and excellence within theplatform team promoting knowledge sharing and professionaldevelopment.

Wehave ambitious plans for growth this is a great opportunity todevelop your Global Platform Owner skillsets in a global technologycompany whilst helping prospective students and making a realdifference tosociety.


KPIs


1.Technical Vision and CommercialAlignment:

Define andcommunicate a technical vision for the software platform thataligns with commercial goals and objectives across diverse globalmarkets.

Collaboratewith commercial teams to understand market dynamics and tailor thetechnical strategyaccordingly.


2.Global StakeholderManagement:

Develop andnurture relationships with stakeholders across diverse global teamsensuring alignment with businessobjectives.

Effectivelycommunicate technical strategies to nontechnical stakeholdersfostering a shared understanding of the platforms valueproposition.


3.Architectural Leadership andScalability:

Build/Lead thedesign and evolution of the platforms architecture emphasizingscalability and adaptability for varied global networkdemands.

Collaboratewith regional technical leads to ensure architectural coherenceacross different geographicalcontexts.


4.Development Oversight and GlobalCollaboration:

Oversee thesoftware development lifecycle promoting collaboration andknowledgesharing within global engineeringteams.

Implementstrategies for effective collaboration across time zones andculturaldifferences.


5.Global Contact Centre Technology RoadmapPlanning:

Develop acomprehensive technology roadmap that caters to the diverse needsof globalmarkets.

Prioritizefeatures and technical enhancements based on regional requirementsand marketnuances.


6.Performance Optimization and QualityAssurance:

Implementstrategies for optimizing software performance while consideringthe varying network conditionsglobally.

Collaboratewith global quality assurance teams to ensure robust testingprocesses and highqualitydeliverables.


7.Security and Compliance AcrossRegions:

Overseethe implementation of robust security measures ensuring compliancewith regional and globalregulations.

Collaboratewith legal and compliance teams to address regionspecificrequirements.


8.Commercial Innovation and StakeholderEngagement:

Foster a cultureof commercial innovation through research and developmentinitiatives.

Engage with keystakeholders globally to gather insights address concerns andidentify opportunities for businessgrowth.


9.Team Leadership and TalentDevelopment:

Lead and mentora diverse global technical team promoting collaboration andensuring a cohesive teamculture.

Collaboratewith HR to recruit onboard and develop toptier technical talentacross differentregions.


Qualifications:

Advanced Bachelor sdegree in Computer Science Engineering Business or related field;Master s degreepreferred.

Proven track record of 5 years in platform ownershiprole preferably on Genesys Contact Centre Platform with extensiveknowledge on the architecture capabilities of theplatform.

Strong understanding of software developmentmethodologies including Agile Scrum andKanban.

Excellent leadership and communication skills with theability to influence and inspire crossfunctional teams andstakeholders.

Strategic thinker with a datadriven andcustomercentric approach todecisionmaking.

Experience working with distributed teams and managingcomplex projects with multiplestakeholders.

Demonstrated ability to thrive in a fastpaced dynamicenvironment and drive results amidst ambiguity andchange.


Strong Salesforce product knowledge 5+ years of SalesforceAdministration hands-on experience 3+ years of related experiencewith Alteryx is a MUST Hands-on skills and experience in AlteryxDesigner, Alteryx Server, and the tools with Alteryx such asPredictive, Parsing, and Transforms is a MUST Experience on similartools like: Informatica, Talend Pentaho data extraction andmanipulation tools. 4+ years writing SQL queries against any RDBMSwith query optimization. Bachelor's Degree or global equivalent inrelated discipline Certified Salesforce Administrator is preferredAdditional Salesforce certifications e.g.: Advanced Administrator,Platform App Builder, Sales Cloud Consultant, Marketing CloudConsultant

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