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Lead post-sale customer success for CCaaS/CX customers: build executive relationships, drive adoption and optimization, manage renewals/expansion, coordinate cross-functional teams, maintain customer health and records in Salesforce/ServiceNow, and deliver measurable business value and account growth.

Support and test enterprise contact center systems (Genesys). Develop test strategies, create end-to-end test cases, build testing frameworks, execute test plans, automate tests, troubleshoot issues, and collaborate with clients and cross-functional teams while supporting reporting and ETL using SQL.

Monitor and support customer applications and cloud environments 24/7 using monitoring/alerting platforms and AI-assisted diagnostics. Triage, investigate, and escalate incidents per SOPs, perform basic health checks, coordinate remediation and customer communications, manage scheduled changes, document findings and RCAs, and identify trends to improve availability and reliability.

Lead and coordinate call/contact center implementation projects from discovery through implementation. Develop and manage project plans, document requirements and risks, run meetings, report status using PM tools (ServiceNow), and maintain stakeholder relationships to deliver mission-critical PMO initiatives.