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Experience
5 - 10 Years
Job Location
Education
Bachelor of Business Administration(Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
ROLE PROFILE
- Demonstrate working knowledge of customer care platforms including CTI (specifically Genesys), CRM, KMS, Livechat, chatbots. Demonstrating experience in introducing AI Efficiencies will be a plus
- Assist the Senior Program Manager in planning, executing, and monitoring customer care technology programs.
- Write detailed user stories for customer care technologies (CTI, CRM, KMS, chatbots, Livechat, AI) to ensure development teams have a clear understanding of what needs to be built
- Assist in the implementation and integration of customer care technologies across multiple platforms through partners
- Collaborate with internal stakeholders, including customer care agents, business units, IT, and partners, to ensure alignment and clarity on project objectives and requirements
- Maintain accurate and up-to-date project documentation, including requirement documents, user stories, meeting minutes, and technical notes
- Track project performance, ensuring that all tasks and milestones are completed on time and within scope
Desired Candidate Profile
REQUIREMENTS
- Bachelor s degree in Information Technology, Business, or a related field
- 5 years of experience in project management, technology coordination, or related fields within customer care technology environments
- At least 2 years' experience in Genesys
- Deep knowledge of customer care technologies (CTI, CRM, KMS, Chatbots, Livechat, and AI) and how they integrate into contact center operations
- Skilled in managing project timelines, deliverables, and task assignments using project management tools such as JIRA, Monday.com, or equivalent
- Ability to track key performance metrics, analyze data, and generate insights to measure project success and identify improvement area
Company Industry
Department / Functional Area
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Majid Al Futtaim
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