We are looking for a Tech Lead to our clients call center. It is a business-critical capability that must provide best-in-class customer service world-wide 24/7/365. It is fundamental to guaranteeing a great customer experience for our clients customers. You will manage the technical aspects of the migration project such as, software requirements and solution integration specifications. The Tech Lead will work in close collaboration with an agile initiative leader to complete the project.
The Tech Lead role demands a solid understanding of the customer support process and the end-user experience from using the solution, both for users requesting support and users providing support. The initial scope of the project is two support channels (email and voice) with plans to expand into additional channel types. The Tech Lead will play a key role in defining requirements based on the understanding of the possibilities and opportunities provided by the technology and available solution APIs.
* Technical expertise from call center platforms, preferably cloud based virtual call center solutions and their API usage
* Experience of integrating these platforms to Salesforce and ServiceNow
* Expertise in the call center channels voice and mail, more channels to come
* Experience from utilizing AI in call center solutions
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