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Implementation Manager- Cloud Telephony (CXone inContact or Genesys Pure Cloud)

Req ID#:  294371

US

Implementation Manager- Cloud Telephony (CXone inContact or Genesys Pure Cloud)

Information Technology

 

Job Summary

Sitel Group® is looking for an Implementation Manager; with Cloud Telephony-  CXone inContact or Genesys Pure Cloud experience.  In this role you will be responsible for the requirements gathering and initial implementation of Sitel’s OmniChannel+, cloud based call center technology service. This is a white-labeled cloud service delivered by NICE/CXone and Genesys, augmented by Sitel’s telecom engineers.

 

In this role you will be customer facing and should have an extensive knowledge of all of NICE CXone inContact or Genesys Pure Cloud tools and functionalities.  It is important to understand the “Studio” product and be able to create complexed IVR and onmichannel routing call flows for all channels, including integration points to third party systems to meet client requirements

 

Job Responsibilities

 

  • Manage a design meeting with the client and gather requirements for individual client implementation of the Sitel Omniplatform+ solution
  • Identify and present creative and innovative solutions using the NICE CXone and Genesys Pure Cloud platform tools.
  • Interface with vendors and Sitel’s development teams to make sure that individual requirements are understood.
  • Manages certain Sitel, Client and Third Party members to support the design and implementation of the client’s individual solution.
  • Answer product related inquiries or functionality questions from the Client on the Sitel Omniplatform+/NICE CXone solution.
  • Be able to estimate the total hours necessary to gather requirement, create Business Requirements Documents (BRD), design and create NICE CXone Studio call flows, QA testing of flows, modifications, and deployment into production.
  • Provide the Project Management team and overview of timeline to implement the solution and key milestones to make the implementation a success.
  • Provide the Business Team information on the CXone tools needed to be prices to implement the client solution- Such as the number of Speech-Rec utterances, or CTI integration points.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

 

Knowledge/Abilities

 

  • Knowledge of API, APO, SDK, WSDL, and WebServices integrations methods with third party application or databases a plus
  • Ability to develop support  and management plans/process for new client launches
  • Knowledge of contact center tools ACD/IVR/Call Recording/CTI and Reporting

 

 

Experience Target

 

  • Experience with  NICE CXone Studio Design with a focus on complex Voice IVR flows required
  • Working knowledge with Genesys Pure Cloud
  • 3 plus years in a Technical/Service role in software, telecommunications or in contact center and/or service delivery environment
  • 2 plus years as the main point of contact for a client implementations, including requirement gathering, design, implementation, testing, and launch a plus

 

 

Education 

 

  • BA or BS in Computer Science, MIS or similar program – or equivalent work experience

 

 

Learn, Lead & Grow at Sitel Group® 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • GROW AS YOU GO. We invest in you, with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.   
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.   
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®. 

 

As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.

With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families.

Learn more at www.sitel.com and connect with us on Facebook, LinkedIn and Twitter.

 

 

 

Implementation Manager- Cloud Telephony (CXone inContact or Genesys Pure Cloud)


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