Due to our continued growth, CX Cloud are seeking a dynamic professional to join the APAC team to build a stronger technical operational capability in the region. TheSystems Operations and Technical Specialistwill be working with a team that is responsible for the platform that underpins our cloud contact centre solution and artificial intelligence technology. Critical to the role will be a strong competency and proven experience with CCSP from Enghouse as well as experience in delivering contact centre solutions. theSystems Operations and Technical Specialistwill primarily be responsible to provide technical and operational support for the CCSP platform, but will also be required to work with the Artificial Intelligence technologies used in the solution. The person will also be responsible for superior customer relationships, manage day-to-day program operations and develop a positive relationship with key client contacts. TheSystems Operations and Technical Specialistis responsible for working with all facets of the business including technical, sales, marketing, operations, R&D and analytics.
Experience with the Enghouse CCSP platform, including supporting CCSP infrastructure, application, platform provisioning and services delivery will be essential. CCSP is the critically-acclaimed technology for cloud contact centre and the core technology underpinning the CX Cloud platform, it is essential that the candidate has proven experience & competency installing, supporting and provisioning services from the CCSP platform. In addition, experience with virtual agent technologies, visual IVR and software application development will be beneficial. We will provide training on the worlds leading virtual agent (artificial intelligence) technologies and will expect the successful candidate to learn and support this exciting new technology.
We are seeking aSystems Operations and Technical Specialistto join the company in this senior role and develop the technical operational capability and manage the platform as well as help grow the business. This role will be located ‘from home’ and report directly to the Regional Operations Manager.
The successful candidate must demonstrate the following skills and competencies.
Must have a minimum of 5 years experience working with CCSP (version XXX and above)
Must have a minimum of 5 year’s experience in supporting and provisioning cloud applications.
Must have be a recognized Microsoft technical certifications.
Must have a minimum of 5 years experience working in contact center technical operations, including installing and support contact centre technology, IVR (interactive voice response systems), Visual IVR, Virtual Agents and IP Telephony.
Must have a minimum of 3 years experience working in voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Must have experience configuring and implementing secure procedures for managing firewalls, SBC’s, application monitoring, anti-intrusion software and DoS software.
Must have strong interpersonal skills and proven capability to manage the operations team. The candidate must be able to demonstrate a proven track record in successful development and deployment of contact centre solutions.
Must have proven team management capability, with experience in leading and motivating technical teams to deliver projects, delivering them on-time and on-budget.
Must have proven experience in leading and managing multiple simultaneous projects with successful customer outcomes and demonstrate proven customer satisfaction. The Technical Operations Manager will be required to demonstrate proven track record in monitoring and delivering to defined KPI requirements.
Must have experience installing, testing and delivering new CCSP modules.
Must have proven management skills for developing a support teams, driving successful support out-comes and managing support issues and escalations to ensure SLA’s are achieved.
The Technical Operations Manager should be able to demonstrate capability in software development, using industry standard software languages.
The Technical Operations Manager should be able to demonstrate capability in front-end web languages, including Java Script.
Essential Leadership Competencies:
Leadership: Must be a role model for team members for development and uses people skills to enhance organisational productivity and commitment. Proven ability to lead, motivate and coach a team to achieve goals.
Accountability:Must take responsibility to ensure expected goals are achieved.
Customer Orientation:Must have thorough knowledge of the market and effectively manages the team to exceed customer expectations.
Performance Management:Must develop team potential to a high level, using an intimate understanding of how the team operates.
Time Management:Must prioritize tasks and deals with each action individually and effectively.
Problem Solving:Must anticipates obstacles and thinks ahead about next steps
Desired Skills and Experience
Minimum 5 years work experience in client facing and/or project management roles.
Ability to clearly articulate issues and concerns, features and benefits of solutions to management, support and client
Examples of projects led and executed – ideally in a digital space.
Proven people management skills.
Experience working with virtual agent technology, chat-bots, WFM, Recording, Visual IVR and software application development.
Willingness to travel to meetings throughout APAC.
Excellent business writing and presentation skills
Instinctive understanding of customer service and satisfaction, with ability to manage both
Ability to prioritize deliverables and juggle accordingly
Confidence and an eye for detail
An interest in seeing sales opportunities and directly supporting pre-sales
Ability to manage multiple resources and delivering on-going improvements
Managing people (staff and contractors) to ensure efficiency and compliance with company policies.
The ideal candidate should have a minimum of technical knowledge or desire to absorb information for dealing with online applications, software integration, user interfaces
Excellent English and a passion for developing a strong and engaging solution for customers
Grasp of Java Scrip, Python and html code.
Required Qualifications:
University degree in IT or Information studies.
Driver’s license.
Must be able to travel internationally
