Posted
Ref: HP698-14391
Job description / Role
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day
Overview of the role
The Genesys certified Technical Manager shall be a PMP Certified Engineer leading the technical engineer team of Genesys Engineers for Contact centre business of Al Futtaim Technologies in UAE, KSA, Qatar and other emerging markets as per company demands.
What you willl do
- Installation, Testing & commissioning of Genesys contact center solution on Genesys Cloud and Genesys Engage as per agreed project plan
- Ensure the committed time lines are met for the projects at customer sites within the agreed scope, cost and quality.
- Provide Level3 support for problem Analysis and resolution to the problems at customer site to meet the SLA timelines and first time resolution target
- Lead the solution delivery activity when deputed as responsible for service delivery of specific project.
- Works as Lead Technical resource and assists Project Manager in large projects. Takes responsibility of team working on site and coordinate day to day project activities onsite.
- Expert Knowledge of Genesys, architecting Genesys solution implementation, assisting presales and performing POC.
Continuously upgrade the skills by self-learning
Technical Skills:
- Expert level of technical Skills in Genesys Cloud
- Genesys Inbound, Outbound across all media channels
- Genesys chat, Email, WhatsApp etc
- Genesys AI Chatbot, Conversational AI, Google Dialog Flow
- Genesys IVR
- Expert level of technical Skills in Genesys Engage
- Genesys SIP
- Genesys Multimedia (E-Mail, Chat) Routing
- Genesys Inbound, Outbound Implementation
- Genesys Voice Platform 8.x
- Software Development Skills in
- ASP .Net Development
- Platform SDK Customizations
- Web Services Development in C++/Java
- IVR Flow Design and Development
- Integration Experience Consists Of
- Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM
- Nuance Real Speak
- Implemented Genesys in Windows and Linux Platforms
Requirements
Project Management Skills:
- Project Management Process, Tools and Techniques
- Software Development Life Cycle Management
- Project Initiation, Planning, Execution, Monitoring & Control, Closure
- Coordinating resources and timetables with user departments and data center.
- Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
- Excellent documentation skills and attention to detail.
- Oversees small to medium sized projects or components of larger projects.
Creates and administers project plans and project documentation using defined templates.
- Manages to project scope and project schedule. Identifies key project team members by defining roles and responsibilities.
Required Skills to be successful
Certifications:
- PMP Certification
- ITIL v4.0
- Genesys Certified Professional Cloud
- Genesys Certified Professional (minimum 3 modules of Genesys Engage)
- People Management
- Strong communication skills
- Communication: Highly motivated and strong team player with excellent communication and leadership skills to lead the team
- An excellent customer service attitude and the ability to interact with customers in a professional manner are required.
What qualifies you for the role
- Minimum 9 years of experience in installation and maintenance of Genesys Contract Center Solutions,
- Minimum 3 years of experience in leading the solution delivery activity at customer site.
- Minimum 3 years of experience in leading the team of Genesys consultants.
- Minimum 3 years of experience in Contact Center related Software Development
- Graduate engineer in IT / Computer science
About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.
The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation.
The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services.
These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.
About the Company
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.