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Qualifications: Bachelor's in communication technology, or related field; master's preferred. 5+ years of experience in project/demand management, with a focus on Contact Center solutions. Proven leadership in managing international, culturally diverse teams (5-10 members). Expertise in automation delivery, lifecycle management, and operations. Experience with leading Contact Center platforms (e.g., Content Guru, Avaya, Cisco). Familiarity with ITIL service and process management. Conversational AI, NLP, and basic coding knowledge (JAVA, SQL) is a plus.
Skills & Competencies: Strong analytical skills, with experience in customer contact center operations. Ability to translate business needs into technical solutions with precision. Proven track record in managing complex projects, multi-tasking, and prioritization. Knowledge of testing tools and requirements. Problem-solving mindset with a deep understanding of business processes. Collaborative team player with cultural sensitivity in a multinational environment. Excellent presentation and communication skills.
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