Programme Manager, Customer Care Teachnologies
Majid Al Futtaim
Employer Active
Posted on 30 Oct
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Experience
5 - 7 Years
Job Location
Education
Bachelor of Science(Computers)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
The Program Manager will assist in the coordination, implementation, and monitoring of various customer care technology initiatives, including CTI, CRM, KMS, Chatbot, Livechat, and AI-driven solutions. Working closely with the Senior Programme Manager and cross-functional teams, this role will involve coordinating project timelines, drafting detailed requirements, writing user stories, and ensuring seamless execution of technology solutions aimed at improving customer care operations.
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
Desired Candidate Profile
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
Company Industry
Department / Functional Area
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