Contact Center Operations & Integrations Lead

Dicetek LLC; Dubai; Sur place; AED 120 000 - 170 000; Plein temps

Résumé du poste

Dicetek LLC seeks a skilled professional to drive technical readiness and operational enablement for our contact center solutions, collaborating with vendors and internal teams on Genesys setup, CRM integrations, and multichannel enablement.

You will oversee integration readiness with client systems, ensure security, privacy, and architecture alignment, and maintain comprehensive documentation while coordinating stakeholder updates and addressing risks and blockers promptly.

Qualifications

• Bachelor's degree in business administration, communications, or related field.
• 3–5 years in contact center operations or similar customer-facing role.
• Proven track record in managing operational KPIs and driving performance improvements.
• Proficiency in contact center technologies such as ACD, CRM software, WFM tools, and quality monitoring systems.

Responsabilités

• Lead technical readiness and operational enablement of CC solutions with vendors and internal teams.
• Manage integration readiness between CC solution and client/3rd-party systems.
• Ensure compliance with cybersecurity, data residency, privacy, and EA requirements.
• Oversee preparation and updating of technical/operational docs and track actions.
• Participate in workshops; report status and escalate blockers as needed.

Connaissances

KPI management

Performance optimization

Stakeholder communication

Formation

Bachelor's degree in business administration, communications, or related field

Outils

ACD

CRM software

WFM tools

Quality monitoring systems

Description du poste

Dicetek LLC seeks a skilled professional to drive technical readiness and operational enablement for our contact center solutions, collaborating with vendors and internal teams on Genesys setup, CRM integrations, and multichannel enablement.

You will oversee integration readiness with client systems, ensure security, privacy, and architecture alignment, and maintain comprehensive documentation while coordinating stakeholder updates and addressing risks and blockers promptly.