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Updated 2019-08-19
Activated 2019-08-19

Call Center Deployment Manager- Finance

  • HIGH CLASS
  • ★★★★ Manager Level
Company Name
Employer

Ahead Group

Job Type
Ahead Group
IT (Hardware/Network) - Communication Infrastructure (Including ISP and Career)
IT (Hardware/Network) - Project Manager
IT (Hardware/Network) - Network Engineer
Industry Banking/Securities
Location Asia Japan Tokyo

Job Description 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 into the evaluation of vendor proposals.
Track projects and report status to appropriate management

Non Essential Job Functions:

Knowledge of Service Management processes and toolsets for Incident and Change Management.
Knowledge of Data (IP based) networking theory and implementations with Cisco technologies.
Consultative and communication skills
Analytical ability
Work independently and self-starter.
Solid Japanese ability is a must

Requirements:

Knowledge of general Voice technology (PBX, Voice Recording, IVR, Reporting(WFM,etc), Carrier Technologies, Voice over IP CTI etc)
Experience of managing Voice hardware vendors, manufacturers and Carriers.
In depth understanding and experience of the following technologies – the BOLD points are a priority
CUCM Call Center Solutions
Verint Voice Recording Solutions
Genesys(+IVR)/Call Center software
Avaya Call Center Solutions (useful)
Nice Voice Recording Solutions (useful)
Avaya/Call Center software. (useful)
Experience supporting call center voice solutions.
Experience working on and managing complex voice projects.
English Level Daily Conversation Level (TOEIC 475-730)
Japanese Level Fluent(JLPT Level 1 or N1)
Salary JPY - Japanese Yen JPY 12000K - JPY 15000K   
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