Ccaas- Migration Specialist

3 weeks ago

Cyberjaya, Malaysia DHL Full time

DHL Group, the logistics provider of the world with 590,000 employees in more than 220 countries and territories. In a global business like ours, the opportunities are endless. So, join us, work with us, grow with us and stay with us. Discover the positive impact you can make and build an amazing career with us.

We are an organization that is not just moving goods around, we have a very clear purpose, and we are: Connecting People. Improving Lives.

**Role Purpose**:
The role involves demonstrating experience in contact center technologies and technical implementation. The role focuses on delivering and administering cloud-based contact center solutions, such as CCaaS, Contact Center, Telephony, Voice, Cloud and On-Premise Contact Center Systems, CRM systems.

It is a cross-domain role that collaborates with Business and Service Units. Working directly with regional and in-country business analysts to capture requirements, share best practices, and build approved solutions.

**Responsibilities**:

- Planning and executing the migration of contact center operations from traditional systems to a CCaaS (Contact Center As A Solution) solution, ensuring mínimal disruption to business operations.
- Guiding the technical direction and implementation of advanced Contact Center technologies like IVR, AI, Automation, and call routing.
- Collaborating with various teams, including IT, operations, and customer service, to understand their needs and ensure the CCaaS solution meets those needs.
- Ensure for the overall integrity of the Contact Centre software architecture, including design, implementation, testing, and support of live solutions.

**Job Requirements**:

- Experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution
- Genesys.
- Proven experience working with voice-related platform integrations such as CRM (Salesforce, Zendesk, etc.) WebRTC/CTI APIs & integrations. Call recording and workforce management/optimization APIs & integrations
- A Bachelor’s degree, Post Graduate Diploma or Professional Degree in Computer Science/Information Technology or equivalent.

**What can you expect from us?**
- International working environment.
- Flexible working environment.
- Competitive compensation package.

Do you believe your skills align with our needs? We're excited to see your CV.

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