Job
Description
You are a dynamic and experienced BPO Technology Head with hands-on expertise in Genesys and other contact center technologies. In this leadership role, you will be responsible for driving the design, implementation, and optimization of the technology ecosystem that supports multi-channel customer service operations. The ideal candidate should be both strategic and technically proficient, capable of bridging the gap between business needs and technology solutions. Your key responsibilities include developing and executing the technology strategy for BPO and customer support operations. You will provide hands-on leadership in the implementation, configuration, and optimization of Genesys Cloud/Genesys Engage platforms. Additionally, you will oversee the architecture and integration of various tools such as ACD, IVR, CTI, WFM, quality monitoring, CRM, and analytics tools. Managing omnichannel capabilities and ensuring high availability and performance of systems will also be part of your role. You will design and rollout call center infrastructure in cloud environments and ensure interoperability and seamless integration between Genesys and supporting tools like Salesforce, Navitaire, etc. Overseeing real-time and historical reporting tools to enable performance optimization is crucial. Your knowledge of RPA, AI/ML, chatbots, voice bots, and other automation tools will help improve customer experience and operational efficiency. Exploring innovations in conversational AI, speech analytics, and customer journey orchestration is also expected. Leading a cross-functional team of IT engineers, developers, and tech support staff, as well as managing vendor relationships with Genesys and other third-party providers, will be part of your responsibilities. Negotiating service level agreements (SLAs), monitoring KPIs, and ensuring compliance with contracts are also key tasks. In terms of Security, Compliance, and Risk Management, you will ensure compliance with industry standards such as GDPR, HIPAA, PCI-DSS, and corporate security policies. Overseeing business continuity, disaster recovery planning, and incident management for contact center platforms is essential. The ideal candidate should hold a Bachelor's or Master's degree in Computer Science, Information Technology, or a related field. Proven hands-on experience with Genesys platforms, especially Genesys Cloud CX or Engage, in design, configuration, API integrations, and troubleshooting is required. Strong knowledge of contact center technologies like IVR, ACD, WFM, QM, CTI, CRM (e.g., Salesforce, Zendesk), telephony (SIP, VoIP), and analytics tools is necessary. Experience managing complex migrations and multi-site/global operations, as well as exposure to cloud platforms and containerized environments, will be advantageous. Your technical leadership and strategic planning skills, deep understanding of call center architectures, project and vendor management capabilities, omnichannel customer experience expertise, and proficiency in performance analytics and KPI management will be valuable assets. Excellent problem-solving and communication skills are also essential for this role. Preferred certifications include Genesys Certified Professional (GCP) Cloud CX or Engage, as well as PMP or ITIL Certification.,
