Senior Manager, Contact Center Transformation (Genesys)

Tasq Staffing Solutions

Philippines

On-site

PHP 3,000,000 - 5,500,000

Full time

2 days ago

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Job summary

Tasq Staffing Solutions in Manila is seeking a transformed leadership role: Contact Center Transformation Consulting Senior Manager focused on Genesys, to drive strategy, design and delivery of contact center solutions for clients across industries.

The role requires 12+ years in customer service/Contact Center, deep experience with Genesys on-premise/cloud, multi-channel routing, and CRM integration, plus ability to lead engagements across geographies and vendors, building business cases and

Qualifications

10+ years in Customer Service operations and CC channels.
Experience leading CC operations assessment/benchmarking and building business cases.
Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage/PureConnect/Engage cloud, Genesys Cloud suite.
Knowledge of on-premise, on-cloud, hybrid cloud and cloud economics with pricing considerations.

Responsibilities

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