Customer Operations Manager
experience Strong knowledge of call center best practices, KPIs, and CTI systems (e.g., Five9, Genesys, Avaya, Amazon Connect...
experience Strong knowledge of call center best practices, KPIs, and CTI systems (e.g., Five9, Genesys, Avaya, Amazon Connect...
such as Zendesk, ServiceNow, Intercom, Genesys, NICE, and Talkdesk. You will own these connectors from ideation through launch..., ServiceNow, Intercom, Genesys, NICE, and Talkdesk to understand their workflows and translate these into connector opportunities...
technologies: Dynamics CRM Customer Service Unified Service Desk Desirable: Genesys CTI Integration Experience analyzing...
conversation technologies such as DialogFlow, Genesys Dialog Engine, Nuance Mix, Microsoft Bot Framework, and VXML. Knowledge...
AI/Automation: Conversational AI platforms, Generative AI models (LLMs), Agentic AI frameworks, RPA tools. CCaaS: Genesys, Avaya...-specific CX/CCaaS certifications (Genesys Cloud, Amazon Connect). Specialist AI/ML certifications (TensorFlow, Hugging Face...
of conversational technologies such as DialogFlow, Genesys Dialog Engine, Nuance Mix or Microsoft Bot Framework, VXM. Experience...
solutions. Competitive Strategy: Maintain expert-level knowledge of the CCaaS competitive landscape (e.g., Genesys, NICE CXone...
plus! Technical Knowledge: Working knowledge of contact platforms will be helpful. (ie: Sprinklr, Genesys) Working knowledge...
platforms will be helpful. (ie: Sprinklr, Genesys) Working knowledge of CRM systems such as Salesforce will be helpful...
with Salesforce (CTI or Genesys knowledge is a plus). Advanced activity reporting skills using PowerBI and Excel. Spanish energy...