SENIOR MANAGER - DIGITAL CONTACT CENTER SOLUTIONS DUNCAN AND ROSS MANAGEMENT CONSULTANCIES

Job Description

Roles & Responsibilities

Desired Candidate Profile

1. Core Expertise (Technical & Functional)

The candidate must have proven, hands-on experience in the entire lifecycle of modern contact center solutions:

• Technology-Driven Solutions: Proven experience in the design, implementation, and optimization of modern, technology-driven contact center solutions.
• Digital Contact Center Components: Expertise covering:
  Cloud-based Platforms (CCaaS)
  AI and Automation integration.
  Omnichannel Capabilities to ensure seamless customer and citizen service integration.
• Technical Foundation: Strong technical background with knowledge of infrastructure, systems integration, and digital platforms.
• Performance Frameworks: Expertise in performance measurement and KPI frameworks to deliver measurable customer experience improvements.

2. Strategic and Sector Focus

This profile has a critical focus on the public sector and advisory capacity:

• Transformation Leadership: Demonstrated experience leading large-scale transformation projects, with a strong preference for experience within the government sector.
• Consulting/Advisory Role: Prior experience in a consulting or advisory role with a government entity is highly desirable.
• Business Acumen: Solid business acumen to align contact center strategy with organizational objectives.
• Stakeholder Management: Expertise in vendor and stakeholder management across complex, large organizations.

3. Experience and Soft Skills

While the job posting for this specific role suggests an experience level of 5 - 7 Years, the "Senior Manager" title and complexity of the role often necessitate significant professional history.

• Leadership and Communication: Excellent communication, leadership, and problem-solving skills are essential to lead teams and drive large projects to successful delivery.
• Role Goal: The candidate must be focused on transforming citizen services and customer experience within the public sector.