Global Telephony Program Manager for CRC

Ric Tcc, Unipessoal Lda; Viseu; Presencial; EUR 40 000 - 60 000; Tempo integral

Resumo da oferta

Richemont is seeking a Product Specialist – CRC Telephony to operate within the Client Platforms group. You will serve as the single point of contact for our worldwide telephony infrastructure powering our CRC operations, leveraging Salesforce Service Cloud and CTI technologies.

You will coordinate internal and external teams, validate new implementations, and contribute as a project manager or technical expert across initiatives impacting call-centers.

Qualificações

• Bachelor's or Master's degree in Information Technology or Computer Science or equivalent experience.
• Minimum 5 years of experience in telephony projects within CRM call centers.
• Experience with a CTI solution and Salesforce Service Cloud certifications is preferred.

Responsabilidades

• Monitor and report progress of call-center initiatives.
• Validate solutions for new implementations with telephony provider and internal teams.
• Represent CRC in transversal programs and assess impact on processes and solution.
• Analyze business requirements to document IT requirements for cost, time, and resources.
• Lead collaboration with CTI provider and ensure timely, high-quality delivery.
• Participate in UAT/SIT test phases for new functionalities.
• Work with support to ensure production continuity of operations.
• Coordinate cross-team efforts to resolve issues.

Conhecimentos

CRM call centers

Stakeholder management

Project coordination

English proficiency

Telephony knowledge

Formação académica

Bachelor's or Master's in IT or CS

Ferramentas

Salesforce Service Cloud

Jira

Confluence

CTI integration

Descrição da oferta de emprego

Richemont is seeking a Product Specialist – CRC Telephony to operate within the Client Platforms group. You will serve as the single point of contact for our worldwide telephony infrastructure powering our CRC operations, leveraging Salesforce Service Cloud and CTI technologies.

You will coordinate internal and external teams, validate new implementations, and contribute as a project manager or technical expert across initiatives impacting call-centers.