Programme Manager, Customer Care Technologies

The Program Manager will assist in the coordination, implementation, and monitoring of various customer care technology initiatives, including CTI, CRM, KMS, Chatbot, Livechat, and AI-driven solutions. This role will involve coordinating project timelines, drafting detailed requirements, writing user stories, and ensuring seamless execution of technology solutions aimed at improving customer care operations.

Responsibilities

• Demonstrate working knowledge of customer care platforms including CTI (specifically Genesys), CRM, KMS, Livechat, and chatbots.
• Assist the Senior Program Manager in planning, executing, and monitoring customer care technology programs.
• Write detailed user stories for customer care technologies (CTI, CRM, KMS, chatbots, Livechat, AI) to ensure development teams have a clear understanding of what needs to be built.
• Collaborate with internal stakeholders, including customer care agents, business units, IT, and partners, to ensure alignment and clarity on project objectives and requirements.
• Maintain accurate and up-to-date project documentation, including requirement documents, user stories, meeting minutes, and technical notes.
• Track project performance, ensuring that all tasks and milestones are completed on time and within scope.

Requirements

• Bachelor’s degree in Information Technology, Business, or a related field.
• 5 years of experience in project management, technology coordination, or related fields within customer care technology environments.
• At least 2 years' experience in Genesys.
• Deep knowledge of customer care technologies (CTI, CRM, KMS, Chatbots, Livechat, and AI) and how they integrate into contact center operations.
• Skilled in managing project timelines, deliverables, and task assignments using project management tools such as JIRA, Monday.com, or equivalent.
• Ability to track key performance metrics, analyze data, and generate insights to measure project success and identify improvement areas.