Associate Manager - Customer Service

Responsibilities:

- You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.

- Understand the market and customer challenges: Create a business case and strategic transformation roadmap based on market trends.

- Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations.

- Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties.

- Develop requirements based on leadership input: Performance/Status reporting, Problem-Solving, and Conflict Management.

Requirements:

- Experience working with Customer Service Operations

- Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps, and deriving business cases for driving improvements.

- Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing.

- Experience in Genesys Cloud/Engage suite

- In-depth knowledge and know-how of Customer Service Operations

- Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat, etc.) applications solutioning using tools like Genesys Administrator and Architect/ Composer/ Designer.

- Proactively identifying customer needs through a technical benefits assessment

- Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.

- Knowledge of on-premises, on-cloud, hybrid cloud, and cloud economics: This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO

- Experience in Genesys Cloud administration and application experience

- Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc. ) or similar solutions.

Your experience counts:

- MBA /Graduation is full-time.

- A minimum of 2 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking, and In-depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred.

- Functional and hands-on experience in Voice and Non-Voice (SMS, Email, Chat, etc. ) applications solutioning using Genesys Architect/Composer/Designer.

- Experience in leveraging Genesys product solutions to automate customer service processes like Interaction Routing, CTI, Reporting, etc.