About the role
Key Knowledge Required
1. Contact Centre Technology Leadership (Hands-on + Strategic)
· Adequate knowledge across the contact centre technology stack and modernization roadmap:
o CCaaS / ACD / IVR, skills-based routing, callback, speech & text analytics, Quality Management (QM)
o CRM / Case management integrations (Salesforce, Dynamics, ServiceNow as applicable)
o Workforce Management (forecasting, scheduling, shrinkage, real-time adherence)
o Digital channels: chat, messaging, social, email routing, co-browse (where applicable)
o Automation: RPA, workflow orchestration, agent assist, GenAI-based summarization (where regulatory-approved)
Qualifications: BACHELOR OF COMMERCE