Act as the technical solution liaison between business, operations, and technology teams
Ensure that business objectives are understood and properly implemented for the contact center platforms
Act as the subject matter expert in several aspects of the contact center platforms
Work closely with development teams, partners, technology leads, and agile teams to ensure successful delivery of program achievements
Make recommendations regarding system functionality and enhancements

4+ years contact center experience
College degree or equivalent business experience
Strong application and product knowledge to deliver and implement optimal solutions in support of business objectives
Detailed understanding of the relationship and integration of the contact center platforms including but not limited to Genesys, WFM, NICE
Strong operational knowledge to ensure all requirements are considered in new initiatives
Ability to understand and articulate the end-to-end impact of technical changes across multiple systems
Collaborate with business partners to ensure continuity and refinement of implemented solutions
Familiarity with Scrum/Agile methodology and processes

Contact Center Operations Manager

Key skills