Job Purpose

Leading the end-to-end development and delivery of Contact center technologies and technical solutions across multi-site contact centers, utilizing Genesys and other technologies. This role ensures the seamless operation of the entire contact center technology stack, from IVR and call recording to live chat, WhatsApp integration, and reporting. Additionally, this position manages voice integration with the core network, designs call center architecture for high availability, and leverages experience in voice protocols like SIP to support a reliable, robust environment for customer interactions.

Report To Position Name

Service Delivery Management\: Manage the platform in terms of implementation, enhancement requests, assessing the business requirements' feasibility to maintain the platform's proper operations. Liaise with the Support team during the production phase to resolve any conflicts for a smooth handover process. Collaborate with the Governance team in enhancing the internal processes to ensure that the IT operations are running in the most efficient way. Define the projects' roadmaps after analyzing the telecom market to get insights of the latest trends and build investments decisions accordingly. Drive the implementation and operational success of the full contact center technology stack across multiple sites, with a particular focus on maintaining high availability and continuity. Lead the integration of Genesys technology and other contact center systems with the core network, including management of voice protocols like SIP, to enable seamless voice and digital customer interactions. Oversee contact center projects, managing demand from business stakeholders, planning timelines, conducting UAT, and coordinating post-production testing to secure business sign-off. Design and optimize call center architecture for multi-site operations, ensuring it meets high availability and redundancy standards. Lead efforts to integrate contact center systems with backend platforms, including IVR, voice bots, and chatbots using speech-to-text and text-to-speech capabilities. Properly plan and manage the areas’ budget (CapEx & OpEx) and ensure the alignment with Etisalat plans. Plan & manage the execution for the needed expansions and new systems to serve Etisalat business requirements. Build, maintain, and ensure scalability of systems that highly impact customers and revenue in different channels Ensure & facilitate the development and maintenance of an efficient demand process to the different demand areas, in addition to; the alignment with the IT Products and Services processes. Ensure all Contact Center Platforms area strategies are aligned with IT management & business departments and agree on the priorities and timelines. Customer Experience Optimization\: Analyze customer journeys across contact center touchpoints, offering insights to continuously improve customer experience with business partners. Vendor Management\: Prepare RFPs and manage vendor relationships to procure new technologies or upgrades, ensuring compliance with SLAs and business objectives. Manage the business relationships with the vendors starting from the cycle of RFPs and vendor selection until managing the platforms' operational issues to ensure maximum RIO on e& Egypt. Support & Issue Resolution\: Act as third-line support for escalated issues, providing swift resolutions and maintaining system reliability. Team Leadership\: Manage the team members in terms of coaching, motivation, performance evaluation and training, ensuring efficient utilization of the resources' capacity, in order to meet the department's plans and reach the desired outcome. Mentor and support team member, fostering a culture of technical excellence and continuous development. Demonstration of team spirit and a proactive collaboration with cross functional projects.