Chief Contact Center Operations Specialist

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

Bachelors Degree

Any Nationality

1 year - renewable