Contact Center Transformation Lead - Genesys Expert

Careerdost Enterprise; Taguig; On-site; PHP 892,800 - 1,339,200; Full time

Job summary

A leading consulting firm seeks an experienced professional in Customer Service Operations to analyze and implement solutions using Genesys technology. This on-site role in Taguig demands a minimum of 9 years in field experience, particularly with multichannel self-service and customer engagement strategies. Candidates should possess strong analytical skills and a proven track record of managing customer service operations effectively.

Qualifications

• Minimum 9 years of experience in Customer Service operations.
• Experience in leading Customer Service operations assessment/benchmarking.
• Functional and hands-on experience with Voice and Non-Voice applications.

Responsibilities

• Analyze customer requests for Contact Center solutions.
• Manage Contact Center Engagements across project delivery phases.
• Lead Business Proposals to work closely with teams.

Skills

Communication skills

Knowledge in Genesys PureCloud

Customer service operations expertise

Analytical thinking

Innovative thinking

Education

Bachelor's degree

Tools

Genesys Composer

Genesys Designer

Genesys Framework

Job description

A leading consulting firm seeks an experienced professional in Customer Service Operations to analyze and implement solutions using Genesys technology. This on-site role in Taguig demands a minimum of 9 years in field experience, particularly with multichannel self-service and customer engagement strategies. Candidates should possess strong analytical skills and a proven track record of managing customer service operations effectively.