Related skills
salesforce machine learning conversational ai nice genesys📋 Description
- Contact Center Strategy: Develop strategy focused on digital transformation, automation, and AI.
- Automation & AI Implementation: Lead automation initiatives (chatbots/virtual agents) to boost efficiency.
- BPO Management: Oversee global BPO vendors, contracts, performance, and compliance.
- Operational Excellence: Monitor KPIs and reporting for continuous improvement.
- Team Leadership & Development: Build and mentor high-performing teams.
- Stakeholder Collaboration: Partner with IT, CX, Product and other teams to deliver integrated solutions.
🎯 Requirements
- Bachelor's degree in Business/Operations/IT; Master's preferred.
- 10+ years in contact center ops; 5+ years in senior leadership.
- Experience with enterprise CC platforms (Genesys, NICE, Five9, Salesforce Service Cloud).
- Strong analytical, strategic thinking, and project management skills.
- Excellent communication and negotiation abilities.
- Lean Six Sigma cert preferred; RPA/ML/conversational AI knowledge.
🎁 Benefits
- Base salary: $185,000-$195,000 with annual bonus.
- Medical, dental, vision, wellness, 401(k) matching, unlimited PTO.
- Work from anywhere and generous parental leave.
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