SENIOR MANAGER – DIGITAL CONTACT CENTER SOLUTIONS

Job Description

Proven experience in designing, implementing, and operating modern contact center solutions (including cloud-based platforms, AI, automation, and omnichannel integrations).
Strong technical background, with hands-on knowledge of infrastructure, systems integration, and digital platforms.
Solid business acumen, able to align contact center strategy with organizational objectives and deliver measurable improvements in customer experience.
Demonstrated experience leading large-scale transformation projects, preferably within the government sector.
Expertise in vendor and stakeholder management, performance measurement, and KPI frameworks.
Previous consulting or advisory role with a government entity is highly desirable.
Excellent communication, leadership, and problem-solving skills.
Desired Candidate Profile

Any Nationality

MBA/PG Diploma in Business Mgmt(Information Technology)

Any

1. Core Expertise (Technical & Functional)
The candidate must have proven, hands-on experience in the entire lifecycle of modern contact center solutions:

Technology-Driven Solutions: Proven experience in the design, implementation, and optimization of modern, technology-driven contact center solutions.
Digital Contact Center Components: Expertise covering:
Cloud-based Platforms (CCaaS)
AI and Automation integration.
Omnichannel Capabilities to ensure seamless customer and citizen service integration.
Technical Foundation: Strong technical background with knowledge of infrastructure, systems integration, and digital platforms.
Performance Frameworks: Expertise in performance measurement and KPI frameworks to deliver measurable customer experience improvements.
2. Strategic and Sector Focus
This profile has a critical focus on the public sector and advisory capacity:

Transformation Leadership: Demonstrated experience leading large-scale transformation projects, with a strong preference for experience within the government sector.
Consulting/Advisory Role: Prior experience in a consulting or advisory role with a government entity is highly desirable.
Business Acumen: Solid business acumen to align contact center strategy with organizational objectives.
Stakeholder Management: Expertise in vendor and stakeholder management across complex, large organizations.
3. Experience and Soft Skills
While the job posting for this specific role suggests an experience level of 5 – 7 Years, the “Senior Manager” title and complexity of the role often necessitate significant professional history.

Leadership and Communication: Excellent communication, leadership, and problem-solving skills are essential to lead teams and drive large projects to successful delivery.
Role Goal: The candidate must be focused on transforming citizen services and customer experience within the public sector.