Ahead Group - Call Center Deployment Manager


Ahead Consulting is seeking an experienced Call Center Deployment Manager to oversee the upgrading Cisco(CUCM) Systems, Genesys, IVR(Concentrix), P&W (Sweet, WFM) and Verint Voice recording technologies within Japan Call Centers.

Essential Job Functions:

Knowledge of Cisco (CUCM) based Call Centers, including day to day technical issue escalations, long term planning and solution design, renewal/upgrade project.

Knowledge of Call Center application and Genesys integration via CTI. i.e. CRM(+softphone), etc.

Knowledge of Verint Voice recording with Call Centers, including day to day technical issues escalations, long term planning, solution design and, renewal/upgrade project.

Prepare and maintain technical specifications and documents, drawings and system documentation.

Knowledge/Experience - serve as an escalation point for complex (level 3) problem resolution.

Submit technology change management requests, perform or supervise changes. Test and verify changes.

Plan and coordinate Technology changes with clients, other technology groups and external vendors.

Interact with CUCM, Genesys and Verint distributors to convey organization’s requirements

Provide input int ...