Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Job description
Roles & Responsibilities
- Oversee the configuration, integration, and ongoing management of on-prem Cisco Voice platform & cloud Contact Centre solutions, with a primary focus on Five9 (CCAAS) platforms.
- Collaborate closely with cross-functional teams to identify requirements, implement enhancements, and ensure seamless operations across all contact centre functionalities.
- Lead troubleshooting efforts to resolve technical issues swiftly, minimising downtime and ensuring high levels of customer satisfaction.
- Monitor system performance, generate analytical reports, and drive continuous improvement initiatives to optimise contact centre efficiency.
- Manage and mentor team members, fostering a culture of knowledge sharing and skill development.
- Coordinate with vendors and stakeholders to ensure alignment with business objectives and compliance with industry standards.
- Document processes, maintain up-to-date technical knowledge, and contribute to the development of best practices within the team.
Technical Expertise:
- Proficiency in configuring, integrating, and managing Cisco Voice platforms and cloud Contact Centre solutions, especially Five9 (CCAAS).
- Collaborative Approach: Strong ability to work closely with cross-functional teams for requirement gathering, solution enhancement, and operational excellence.
- Problem-Solving Skills: Demonstrated skill in troubleshooting technical issues promptly to minimise downtime and enhance customer satisfaction.
- Analytical Thinking: Capability to monitor system performance, generate reports, and implement continuous improvement initiatives for optimal efficiency.
- Leadership & Mentorship: Experience in managing and mentoring team members, fostering a culture of learning and skill development.
- Stakeholder Management: Effective coordination with vendors and stakeholders to align with business goals and maintain compliance with industry standards.
- Documentation & Best Practices: Commitment to documenting processes, updating technical knowledge, and contributing to the team's best practices.
Qualifications
- Strong knowledge of IT software and hardware as well as five or more years experience working as an IT asset management & Logistics.
- Five years or more experience asset and logistic staff
- Experience in logistic packing and shipment of assets.
- Strong knowledge and five years plus experience working with a CMDB and the specific business services that it supports
- Proven ability and experience in executing strategic asset management processes successfully
- Profound knowledge of licensing agreements involving software, including Microsoft, IBM, and Oracle
- Strong vendor management and negotiation skills
- Strong knowledge of IT Service Management processes, as well as experience with Discovery tool
- Possess bachelor’s degree in information technology, computer science, or business administration, or in other related fields
- Strong ability to carry out assigned tasks independently with little supervision
- Excellent at performing multiple tasks at the same time without erring
- Excellent communication and interpersonal skills
- Any related certification will be added advantage
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
