
Customer Engagement Manager
1 day ago
We are seeking a seasoned expert to spearhead customer engagement initiatives, streamline operations, and drive business growth.
This pivotal role is responsible for designing, engineering, and operating global contact center technology built on diverse platforms. Key responsibilities include:
- Collaborating with senior leadership to develop and execute strategies that align with organizational objectives.
- Establishing implementation strategy and metrics-driven processes to ensure quality of delivery and uptime of IT infrastructure.
- Negotiating with vendors, outsourcers, and contractors to secure and manage infrastructure-related products and services.
- Developing disaster recovery plans and conducting testing to detect faults
- Engaging with clients to understand their business requirements and translating them into technical specifications.
- Designing and implementing skills-based routing strategies to efficiently direct customer interactions to the appropriate agents.
- Leading the deployment and integration of cloud-based contact center solutions.
Requirements:
- Bachelor's degree in Engineering or related field.
- 10+ years' overall experience in contact center management or a related field.
- Good understanding of cloud-based contact center solutions.
- Strong operational experience, understanding of systems maintenance, licensing, configurations, and disaster recovery.
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