Contact Center Operations Specialist

Main Responsibility: Technical Readiness and Operational Enablement Lead the technical readiness and operational enablement of Contact Center solution components in collaboration with vendors and internal teams, including: o Genesys platform setup and multichannel enablement o CRM integration and data flows o AI/NLP platforms ( Kore Ai, OpenAI) for chatbots, automation, and related use cases o Cloud deployment environments and relevant security considerations o Network connectivity, disaster recovery, and high availability requirements o CX and user journey components, service catalogue, knowledge base, and related tools o Agent desktop solutions, supporting systems, workforce management, and related platforms Integration Coordination and Readiness • Manage integration readiness activities with vendors and internal teams to ensure effective integration between the Contact Center solution and relevant client and third-party systems. • Oversee integration requirements, data flows, and interface specifications to ensure alignment with business, operational, and technical needs. • Lead integration-related activities during implementation, testing, and UAT phases, and track pending actions to closure. • Coordinate with relevant stakeholders to address integration dependencies, technical issues, and readiness requirements. Compliance and Standards Alignment • Ensure alignment of Contact Center solution components with applicable cybersecurity, data residency, privacy, and enterprise architecture requirements. • Oversee relevant non-functional requirements such as performance, scalability, availability, and operational readiness in coordination with technical teams and vendors. Documentation and Technical Follow-up • Oversee the preparation, review, and update of technical and operational documents related to Contact Center solutions, integrations, and implementation activities. • Maintain visibility of business and technical requirements across implementation activities and track related technical actions, issues, and risks. • Follow up on technical assumptions, dependencies, and mitigation actions with relevant stakeholders to support timely resolution. Stakeholder Coordination and Reporting • Participate in technical and operational workshops with vendors and internal stakeholders to support solution readiness and delivery. • Escalate critical technical issues, integration risks, and delivery blockers to the Program Manager or relevant governance forums. • Provide regular updates, implementation status, and operational readiness feedback to support informed decision-making. • Bachelor's degree in business administration, Communications, or a related field; relevant certifications are a plus. • Minimum of 3-5 years of progressive experience in contact center operations or a similar customer-facing role. • Proven track record in managing operational KPIs and driving performance improvements within a contact center environment. • Proficiency in contact center technologies such as ACD, CRM software, WFM tools, and quality monitoring systems.