Contact Center Operations Specialist

Main Responsibility: Technical Readiness and Operational Enablement Lead the technical readiness and operational enablement of Contact Center solution components in collaboration with vendors and internal teams, including: o Genesys platform setup and multichannel enablement o CRM integration and data flows o AI/NLP platforms ( Kore Ai, OpenAI) for chatbots, automation, and related use cases o Cloud deployment environments and relevant security considerations o Network connectivity, disaster recovery, and high availability requirements o CX and user journey components, service catalogue, knowledge base, and related tools o Agent desktop solutions, supporting systems, workforce management, and related platforms Integration Coordination and Readiness Manage integration readiness activities with vendors and internal teams to ensure effective integration between the Contact Center solution and relevant client and third-party systems. Oversee integration requirements, data flows, and interface specifications to ensure alignment with business, operational, and technical needs. Lead integration-related activities during implementation, testing, and UAT phases, and track pending actions to closure. Coordinate with relevant stakeholders to address integration dependencies, technical issues, and readiness requirements. Compliance and Standards Alignment Ensure alignment of Contact Center solution components with applicable cybersecurity, data residency, privacy, and enterprise architecture requirements. Oversee relevant non-functional requirements such as performance, scalability, availability, and operational readiness in coordination with technical teams and vendors. Documentation and Technical Follow-up Oversee the preparation, review, and update of technical and operational documents related to Contact Center solutions, integrations, and implementation activities. Maintain visibility of business and technical requirements across implementation activities and track related technical actions, issues, and risks. Follow up on technical assumptions, dependencies, and mitigation actions with relevant stakeholders to support timely resolution. Stakeholder Coordination and Reporting Participate in technical and operational workshops with vendors and internal stakeholders to support solution readiness and delivery. Escalate critical technical issues, integration risks, and delivery blockers to the Program Manager or relevant governance forums. Provide regular updates, implementation status, and operational readiness feedback to support informed decision-making.

Desired Candidate Profile

Bachelor's degree in business administration, Communications, or a related field; relevant certifications are a plus. Minimum of 3-5 years of progressive experience in contact center operations or a similar customer-facing role. Proven track record in managing operational KPIs and driving performance improvements within a contact center environment. Proficiency in contact center technologies such as ACD, CRM software, WFM tools, and quality monitoring systems. Employment Type Full-time

Keywords