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CIC Support Sales Manager

CIC Support Sales Manager

Fidel Consulting KKTokyo, Tokyo, Japan
30+日前
職務内容の詳細

Appealing Points :

  • Lead Strategic Projects in Cutting-Edge Contact Center Technology : Play a senior role in shaping and delivering complex solutions using Genesys Cloud and omnichannel platforms for a global leader in financial services technology.
  • Cross-Cultural and Stakeholder Engagement : Collaborate directly with business users, IT teams, and executives in both Japanese and English-speaking environments, enhancing your leadership and communication skills in a high-impact role.
  • Diverse Technical Scope with Cloud and Telephony Integration : Leverage your experience across IVR, CRM (Salesforce), VoIP, AWS, and speech recognition technologies to design and implement innovative call center solutions in a dynamic, enterprise setting

Annual Salary : 7 Million and above

Job Responsibilities :

  • Work as a Senior Technical Lead to guide and support Customer IT team, business users and development team.
  • Responsible for managing day to day requests on SLA basis.
  • Do IVR development, custom report / solution development around CallCenter Platform.
  • Have understanding of Genesys Cloud’ environment. (Genesys Pure Cloud)
  • Cater for projects work related to Call Center following customer specific change management process, managing scope, timelines, and quality, with full responsibility and authority to complete assigned tasks
  • Create, Reviews and Maintain relatd technical documents.
  • Good Team player with problem solving attitude, good communicator.
  • Develops positive relationships across the business to facilitate open dialogue.
  • Interact and manage different stakeholders, Business users for requirements understanding and specification preparation.
  • Effectively communicate to stakeholders in a timely and clear fashion. Liaise with project stakeholders including executives on an ongoing basis.
  • This role requires knowledge and understanding of Cloud services
  • It may require to be involved in presentation and demonstrating solutions to clients in Japan.

    • Qualifications :

  • From Information Technology, Computer Science, Engeering discipline.
  • Minimum 6 years of strong experience for handing call center setup and solutioning.
  • Good interpersonal and communication skills with the ability to establish relationships, influence outcomes and deliver effective.
  • Business level Japanese is required and basic ability to read / speak English is desired.

    • Preferred Qualifications :

  • Must understand business telephony & Contact Center (Cloud & Premises PBX)
  • Hands on experience for contact center technology.
  • Experience in in managing Omnichannel environments (Integrations with Chat, Mail, Video, SMS, Social, Web & Mobile) is preferred
  • Hands on Knowledge of ‘Genesys cloud or any other contact center technology.
  • Implementation, understanding of Recording & Speech recognition solution.
  • Knowledge of VoIP, CRM (Salesforce is preferred), CTI / IVR & SIP based products.
  • Do IVR development leveraging Programming skills on any language, Crystal Reports, SSIS, SQL-Server, Oracle.
  • Desire to have certification on any contact center technology platform, Genesys Cloud is preferred.
  • Understanding of AWS services
  • Experience in financial domain / card company / shopping portfolio is a plus.

    • Language skills : Native Japanese Level(JLPT N) and Business Level English

    Company Description :

    It is the leading provider of lending and transaction banking solutions to the global financial services industry. Its software powers the operations of more than 200 financial institutions in 50 countries, supporting retail banking, corporate banking, cash management, internet banking, automotive finance & other business areas.

  • Skillset Required : Japanese JLPT N, Genesys , Genesys Cloud, support Customer, Technical Lead , AWS , SQL-Server, Oracle
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