Deskripsi Pekerjaan
Are you a tech-savvy leader with a passion for optimizing customer experience ecosystems? Symbos CX is looking for a strategic Contact Centre Platforms Manager to oversee our contact centre technology landscape in Ortigas. In this pivotal role, you will be the architect behind our operational efficiency, driving the strategy, performance, and continuous improvement of our omni-channel platforms.
You will bridge the gap between technical infrastructure and business objectives, ensuring our systems are not only robust and scalable but also capable of delivering world-class customer service. If you thrive in high-paced environments and possess a deep understanding of CX technology stacks, we want to hear from you.
Tanggung Jawab
- Lead the end-to-end strategy and roadmap for contact centre technologies, including CCaaS, WFM, and Quality Management tools.
- Manage system performance, ensuring maximum uptime and high availability for critical customer service operations.
- Drive continuous improvement initiatives to enhance platform capabilities, automation, and reporting insights.
- Act as the primary point of contact for technical vendors and internal IT stakeholders to ensure seamless integration.
- Lead user acceptance testing (UAT) and deployment processes for new features and system upgrades.
- Analyze platform metrics and KPIs to provide actionable insights that optimize agent productivity and customer satisfaction.
- Provide technical guidance and mentorship to support teams, fostering a culture of excellence and operational rigor.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
- Minimum of 5 years of experience in managing contact centre platforms (e.g., Genesys, NICE, Five9, or Talkdesk).
- Proven track record in driving digital transformation projects within a large-scale contact centre environment.
- Strong understanding of telephony, API integrations, and cloud-based infrastructure.
- Excellent analytical skills with proficiency in data visualization and reporting tools.
- Strong leadership capabilities with the ability to influence cross-functional stakeholders.
- Experience in managing vendor relationships and service level agreements (SLAs).