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CCaas- Migration Specialist (Genesys)

DHL | Cyberjaya | MY

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The role involves demonstrating experience in contact center technologies and technical implementation. Working directly with regional and in-country business…...

DHL Group, the logistics provider of the world with 590,000 employees in more than 220 countries and territories. In a global business like ours, the opportunities are endless. So, join us, work with us, grow with us and stay with us. Discover the positive impact you can make and build an amazing career with us. We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives.
Role Purpose: The role involves demonstrating experience in contact center technologies and technical implementation. The role focuses on delivering and administering cloud-based contact center solutions, such as CCaaS, Contact Center, Telephony, Voice, Cloud and On-Premise Contact Center Systems, CRM systems.
It is a cross-domain role that collaborates with Business and Service Units. Working directly with regional and in-country business analysts to capture requirements, share best practices, and build approved solutions.
Job Responsibilities:
  • Planning and executing the migration of contact center operations from traditional systems to a CCaaS (Contact Center As A Solution) solution, ensuring minimal disruption to business operations.
  • Guiding the technical direction and implementation of advanced Contact Center technologies like IVR, AI, Automation, and call routing.
  • Collaborating with various teams, including IT, operations, and customer service, to understand their needs and ensure the CCaaS solution meets those needs.
  • Ensure for the overall integrity of the Contact Centre software architecture, including design, implementation, testing, and support of live solutions.
  • Lead implementation of Inbound & Outbound solutions, QM recording, WFM, Omnichannel, Analytics, Customer Journeys, and Reporting.
  • Perform Proof Of Concept for feature/function/system testing, support various technologies and services for clients.

Job Requirements:
  • Experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution- Genesys.
  • Understanding of peripheral contact center applications and integrations including familiarity with CRM, ServiceNow, workforce management (WFM), quality management (QM), display boards and reporting tools with expertise in call routing, call recording, IVR/self-service, scripting and workforce management.
  • 6+ years’ solid experience in a consulting and IT role within a large scale (preferably multinational) technology services environment with a focus on application architecture.
  • Expertise in omnichannel (call, email, chat etc.) systems and hands on development and deployment experience.
  • Proven experience working with voice-related platform integrations such as CRM (Salesforce, Zendesk, etc.) WebRTC/CTI APIs & integrations. Call recording and workforce management/optimization APIs & integrations
  • A Bachelor’s degree, Post Graduate Diploma or Professional Degree in Computer Science/Information Technology or equivalent.
  • Project Management experience using agile methodologies, partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience

What can you expect from us?
  • International working environment.
  • Flexible working environment.
  • Competitive compensation package.

Do you believe your skills align with our needs? Were excited to see your CV. For more details, you can write to garima.saraswat@dhl.com

Information :

  • Company : DHL
  • Position : CCaas- Migration Specialist (Genesys)
  • Location : Cyberjaya
  • Country : MY

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the CCaas- Migration Specialist (Genesys) job info - DHL Cyberjaya above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies CCaas- Migration Specialist (Genesys) job info - DHL Cyberjaya in 10-06-2024 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.

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Post Date : 10-06-2024

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