CX Operations and Development Manager

4 weeks ago


London, Greater London, United Kingdom Computappoint Full time
Job Title: CX Operations and Development Manager

We are seeking a highly skilled CX Operations and Development Manager to lead our team of engineers in managing the operations and support of our contact centre, specifically using the NICE CX One platform.

Key Responsibilities:

  • Conduct and administer a team of engineers responsible for the deployment, maintenance, and support of contact centre and unified communications solutions.
  • Guide and support your team through daily operations to ensure optimal performance of NICE CX One and related systems, resolving issues as they arise.
  • Collaborate with cross-functional teams to drive improvements and enhancements based on customer feedback and operational metrics.
  • Ensure seamless integration of VOIP, SIP, and SBCs to maintain proper and efficient communication channels.
  • Enable CRM integrations like Salesforce, ServiceNow, or SAP to optimize operations and enhance customer interactions.

Requirements:

  • Minimum of 5-8 years of experience in CX Operations Management with a focus on leadership in contact centre environments.
  • Strong understanding of modern contact centres and familiarity with NICE, Genesys Pure Cloud, or similar platforms.
  • Proficiency in VOIP, SIP, and Session Border Controller technology.
  • Experience with CRM systems and their integrations with contact centre operations.

Computappoint Limited is an Employment Business and/or Employment Agency in relation to this vacancy.



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