Contact Center Technology Manager


Bangkok, Thailand

  • Lead CRM and Contact Center technology teams following best practices to innovate technologies and methodologies
  • Work closely with the senior leadership of the customer experience group and the centralized IT and product teams in designing technology solutions to enhance customer experience
  • Manage team responsible for the telecommunication infrastructure (Avaya)
  • Provide coaching, feedback, developmental opportunities, direction and leadership support to team members
  • Develop technology solutions and surveying methods to measure levels of satisfaction both for the customers and customer care providers
  • Ensure solutions meet all standards & IT security compliance for the business
  • Manage cross functional teams and direct management of teams
  • 10+ experience in IT and at least 5 years experience in management gained in customer oriented industries
  • Solid CRM and call center technology industry experience (e.g. Agent desktop, IVR, Telephony / Call Routing systems, social, Chat and Analytics
  • Ecommerce, etc.)
  • Extensive knowledge of Systems Development Life Cycle (SDLC), data infrastructure and integration services
  • Experience deploying contact center solutions (Avaya, Cisco, Genesys, Interactive Intelligence, In Contact, etc.)
  • Strong knowledge and experience in utilizing Microsoft Management Console
  • Experience deployment large scale contact center environments across multiple geographies
  • Excellent presentation skills
  • Excellent written and spoken communication in English – additional language is a plus
  • Strong problem solving skills
  • Strong project management skills
  • Project management certifications
  • CRM / technology solutions certifications
What the company offer:
  • Career opportunity regarding moves within teams and global locations
  • Modern working environment in the heart of Bangkok
Munkavégzés helye Külföld
Kategória IT / Informatika
Minimális tapasztalat Több mint 5 év
Munkaidő tipusa Teljes munkaidő
Régió Külföld
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