Lead, Channels, CMS & Contact Centre Solutions Functional
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Key skills for this role
About the Role
TAQA Distribution seeks a senior functional authority to lead the design, configuration, and strategic evolution of customer-facing channels, content management, and contact centre technology.
Key Skills for This Role
Responsibilities
- Act as senior functional authority for customer channel and contact centre technology, owning the functional roadmap and continuous improvement agenda.
- Lead functional configuration and optimisation of VocalCom contact centre platform including IVR call flow design and agent desktop configuration.
- Configure and govern Doc1/Customer Communication Management platform for customer communication templates.
- Lead structured evaluation and selection of a CMS/Digital Experience Platform.
- Design and govern omnichannel integration across customer channel ecosystem.
- Lead channel and contact centre platform enhancement projects from requirements to deployment.
- Monitor and report on channel performance KPIs.
Requirements
- Bachelor’s degree in Information Technology or equivalent
- 6 years of relevant working experience
Full Job Posting
Job Summary
- To lead the functional design, configuration, governance, and strategic evolution of TAQA Distribution's customer facing channels, content management, and contact centre technology ecosystem.
Job Specific Responsibilities
- Act as TAQA Distribution's senior functional authority for customer channel and contact centre technology.
- Define and drive the channel and contact centre functional roadmap.
- Govern platform configuration standards, functional design principles, and documentation.
- Lead functional configuration and continuous optimisation of VocalCom contact centre platform.
- Design and continuously refine IVR call flows within VocalCom.
- Configure and govern VocalCom's integration with Microsoft Dynamics 365 CRM.
- Configure and govern TAQA's Doc1 or equivalent CCM platform.
- Lead the strategic evolution of TAQA's customer communication management capabilities.
- Lead TAQA's structured functional evaluation and selection of a CMS/DXP.
- Define TAQA's digital content strategy and CMS/DXP governance framework.
- Design and govern the omnichannel integration across TAQA's customer channel ecosystem.
- Lead channel and contact centre platform enhancement projects.
Essential Requirements
- Bachelor’s degree in Information Technology or equivalent
- 6 years of relevant working experience
HSE, Security, and Risk Protocols
- The Employee shall adhere to all the HSE, Security and Risk Management Rules & Procedures communicated by the company.
People Management Responsibilities
- Actively participate in continuous improvement and professional development activities.
- Support informed decision making within the team.
- Contribute to clear and effective communication.
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