Hybrid Assistant IT Manager na Everise

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Summary:
 

As an Assistant Manager IT, you would be responsible to work with the team of experts, and you would be responsible to ensure that team deliver the SLA/KPI assigned to the team. The Team would mainly be responsible for the design, implementation, and maintenance for Cloud Based Omni Channel ACD, CRM implementation and Voice & chat automation with the use of AI technologies. You should be passionate about discovering new technologies, new processes and bringing them to the contact center environment.

Job Description

• Ensure Team delivers on client’s SLA/KPI as agreed upon.

• Help Design solution strategies around contact center technology solutions and Omni Channel ACD technology (on cloud e.g., Bright Pattern, Five9 etc.) and CRM Support (Zendesk, Salesforce, Oracle CX, MS Dynamics, Freshdesk etc.)

• Work with the Business Development team and Client Services team on technology solutions

• Monitor the performance and efficiencies, provide recommendations for improvements.

• Clearly document all work with systems and servers which you have contact responsibility

• Document and assist in implementing new programs and passing on to sustaining operations

• Develop Interaction flows in an Omni Channel ACD Contact Center environment.

• Build contact center technology solutions including IVR/VRU with voice and chat bot design and implementation.

• Handle day to day administration of client programs and systems.

• Work with specified vendors as required to implement services or resolve issues

• Investigate new technologies to be deployed

Attributes & Attitude Knowledge

• Dynamic and dependable

• Ability to work under high pressure

• Excellent interpersonal and communication skills

• Integrity and drive

• Energetic and Enthusiastic

• Prompt and fast-paced

Experience:

• Must have strong and working experience in Contact Center Technology specially cloud based omnichannel Telephony e.g., Bright Pattern, Five9, Nice InContact, Avaya, CISCO, Genesys, Aspect etc.

• Hands on Experience to configure & manage Telephony System having ACD, IVR, inbound, outbound, voice/screen recording systems, CRM/CTI, email, chat and social media solutions.

• Must have experience in designing CCT solution, preparing technical presentations, presenting it to clients along with sales team.

• Must have Good in making presentations (ppt) of contact center solution design, architecture, network diagrams, etc.

• Must have knowledge of emerging technologies like AI/ML, RPA, WFO etc.

• Must have knowledge in Information Security standards such as ISO, PCI, HIPAA, HITRUST etc.

• Knowledge of with natural language technologies.

• Knowledge of AI and bot technologies.

• Demonstratable experience in contact center routing strategies.

• Ability to work on directed tasks and working within project requirements.

• Ability to communicate effectively in oral or written format

• Certifications or training in required technologies a plus.

• Understanding of VoIP and SIP technologies a plus.

• Experience with several scripting languages including Shell, Perl, Python a plus

• Available to work flexible schedules usually US (Eastern/Central) time zone but should be flexible to support another Geo/region (APAC/SEA) as required. On call 7/24/365

• Computer Graduate/Diploma in Engineering preferably with Telecommunication, Electronics, or Computer Science.

• 2-3 Year experience in similar filed with Call Center Technology.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.