Senior Contact Center Transformation (Genesys)

J-K NETWORK RECRUITMENT SERVICES AND CONSULTANCY, INC.; Taguig; Hybrid; PHP 2,009,000 - 2,790,000; Full time

Job summary

J-K NETWORK RECRUITMENT SERVICES AND CONSULTANCY, INC. is seeking a seasoned professional to lead contact center transformation initiatives, focusing on multichannel solutions and Genesys implementations. The role requires deep expertise in customer service operations and project governance.

The position is onsite in Taguig with a possible hybrid setup, offering a senior opportunity to shape engagements from discovery to proposal, RFI/RFP responses, and delivery.

Qualifications

• Bachelor’s degree or equivalent qualification.
• 10+ years in Customer Service Operations and Contact Center environments.
• Experience in assessments, benchmarking, gap analysis and process improvement.
• Hands-on experience with multichannel self-service, IVR, and omnichannel routing using Genesys products.

Responsibilities

• Analyze customer requirements for Contact Center solutions and provide recommendations for on-premise, cloud, and hybrid environments.
• Manage Contact Center engagements, especially Genesys-related projects, through the project delivery phases.
• Lead the preparation of business proposals with internal teams and external vendors for RFIs/RFPs.
• Collaborate with stakeholders to develop and present Contact Center solution proposals based on customer needs.
• Manage and develop Genesys capabilities with Managers and key stakeholders.
• Support growth of the Genesys practice, including capability building and resource planning.

Skills

Customer service operations

Benchmarking

Gap analysis

Process improvement

Education

Bachelor's degree

Tools

Genesys PureEngage

Genesys PureConnect

Genesys Cloud

Genesys Cloud Suite

Job description

J-K NETWORK RECRUITMENT SERVICES AND CONSULTANCY, INC. is seeking a seasoned professional to lead contact center transformation initiatives, focusing on multichannel solutions and Genesys implementations. The role requires deep expertise in customer service operations and project governance.

The position is onsite in Taguig with a possible hybrid setup, offering a senior opportunity to shape engagements from discovery to proposal, RFI/RFP responses, and delivery.