إرفاق
وصف الوظيفة
Main Responsibility:
1. Technical 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 enablement
o CRM integration and data flows
o AI/NLP platforms (e.g., Kore.ai, OpenAI) for chatbots, automation, and related use cases
o Cloud deployment environments and relevant security considerations
o Network connectivity, disaster recovery, and high availability requirements
o CX and user journey components, service catalogue, knowledge base, and related tools
o Agent desktop solutions, supporting systems, workforce management, and related
platforms
2. Integration 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 requirements.
3. Compliance 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 vendors.
4. Documentation 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 resolution.
5. Stakeholder 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-making
المهارات
Bachelors Degree
Any Nationality
1 year - renewable
تفاصيل الوظيفة
المرشح المفضل
