Contact Center Solutions - Toronto, Canada - CGI

CGI

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Insights you can act on

While technology is at the heart of our clients' digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes.

We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of.

This has been our Dream since 1976, and it has brought us to where we are today — one of the world's largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

Your future duties and responsibilities

Lead the design, deployment, and ongoing maintenance of Genesys, Variant, and Dialer solutions to optimize contact center operations.
Lead and contribute to projects related to technology upgrades, migrations, and expansions.
Collaborate with crossfunctional teams, including IT, contact center, and operations, to understand business requirements and translate them into technology solutions.
Manage a team of technology specialists and engineers responsible for Genesys, Variant, and Dialer deployment, providing guidance, coaching, and technical expertise.
Monitor and ensure the performance and reliability of contact center technology solutions, addressing any technical issues promptly.
Stay uptodate with the latest advancements in contact center technology, providing recommendations for improvements and enhancements.
Collaborate with vendors and external partners to assess, select, and implement thirdparty technologies and tools that enhance the contact center's performance.
Create and maintain documentation, standard operating procedures, and training materials for contact center technology.
Evaluate and implement security measures to protect customer data and ensure compliance with industry regulations.
Analyze data and provide insights to improve contact center performance, efficiency, and customer satisfaction.

Required qualifications to be successful in this role
Genesys/Verint/Dialer/Routing deployment and ability to drive and deliver Projects.

LI-GS