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CX Operations and Development Manager

2 months ago

London, UK, United Kingdom Computappoint Full time

CX Operations and Development Manager


Salary: Up to £70k


Hybrid Status: Mostly Remote in the office 1-2 days a week.


A Client of ours is seeking a CX Operations and Development manager, to be able to lead a team of engineers in managing the operations and support of their contact centre specifically using the NICE CX One platform. You will be responsible for ensuring smooth operations, driving continuous improvement initiatives and providing technical support.


What you’re responsible for:

  • Conduct and administer a team of engineers who are going to be responsible for the deployment, maintenance and support of contact centre and unified communications solutions.
  • Guide and support your team through daily operations so you can ensure optimal performance of NICE CX One and related systems resolving issues as they come up.
  • Work together with cross-functional teams for improvements and enhancements based on customer feedback and operational metrics.
  • Make sure you can conduct seamless integration of VOIP, SIP and SBCs (Session Border Controllers) to maintain proper and efficient communication channels.
  • Enable CRM integrations like Salesforce, ServiceNow or SAP to tune and optimise operations and enhance interactions with the customers.


Qualifications:

  • Minimum of 5-8 years of experience in CX Operations Management with a focus on Leaderships 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.


To be considered, please ensure you complete your application on the Computappoint website.

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy.