Senior Genesys Contact Center Transformation Leader

TASQ Staffing Solutions

Philippines

On-site

PHP 1,800,000 - 3,200,000

Full time

5 days ago

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Job summary

Tasq Staffing Solutions in Manila is seeking a Senior Manager for Contact Center Transformation Consulting with deep Genesys expertise to lead engagements across delivery phases and optimize client service operations.

The role requires 12+ years in customer service operations, hands-on experience with Genesys PureEngage/PureCloud and omni-channel routing, and the ability to build compelling business cases and respond effectively to RFIs/RFPs.

Qualifications

12+ years in customer service operations and contact center channels.
Experience leading customer service operations assessments/benchmarking and building business cases.
Experience implementing multichannel self-service/IVR and Omni-Channel Routing on Genesys platforms.
Knowledge of on-premise, cloud, hybrid cloud and cloud economics in Genesys solutions.

Responsibilities

Analyze customer requests for Contact Center and provide solution recommendations (On Premise, Cloud, or Hybrid).
Manage Contact Center engagements (especially Genesys) across project delivery phases.
Lead business proposals and respond to RFIs/RFPs with internal teams and vendors.
Grow Genesys capability, develop assets, and improve operational efficiency and customer experience.