Call Centre Digital Transformation Leader
Panamá, Panamá, Panamá
hace 1 día
source : Jobomas

Call Centre Digital Transformation LeaderBased in Sydney or MelbourneIBM Global Business Services (GBS) is a team of business, strategy and technology consultants enabling enterprises to make smarter decisions and providing unparalleled client and consumer experiences in cognitive, data analytics, cloud technology and mobile app development.

With global reach, outcome-focused methodologies and deep industry expertise, IBM GBS empowers clients to digitally reinvent their business and get the competitive edge in the cognitive era in over 170 countries.

We are looking for aCall Centre Digital Transformation Leaderfor Call Centre and Operations Transformation to join our growing team.

Based in Sydney or MelbourneWhat will I Be Doing?·Guide enterprise-level clients through their digital transformation journeys with a focus on Call Centre transformation including contact centre transformation with AI along with middle office and back office straight through processing automation with cognitive digital workers.

  • Review, interpret and respond to detailed business requirements specifications (BRS) to ensure alignment between customer expectations and current or future Call Centre AI / Cognitive transformation capability.
  • Provide input to the strategic direction of technology investments to assist in the development of the enterprise architecture and maximise the return on technology investment with a focus on Cognitive Call Centre transformation .
  • Within the agreed enterprise architecture, define and design technology solutions to assist the business in meeting their business objectives.
  • Develop, test and implement technology solutions and report on delivery commitments to ensure solutions are implemented as expected and to agreed timeframes.
  • Work closely with client key stakeholders and developers to ensure that the needs of the business are being met by the architecture teams.
  • Conduct research and analysis to inform recommended IT solutions across a range of organisational mainframes and technical systems and devices.
  • Familiarity with design patterns, domain-driven design, component-based architecture and evolutionary architecture such as microservices·Delivering a portfolio of digital solutions in response to the strategic business needs of our clients.
  • Your focus will be to ensure that the customer is at the centre of all solution design with a key focus on how customers perceive their interactionsWhat Will Be My Challenges?

  • Identify Cognitive system, infrastructure and project interdependencies and balance competing demands to ensure project deliverables are achieved.
  • Ensures applications solutions comply with the information technology policies, procedures, standards and security practices.
  • Keep abreast of the changing AI solution environment in order to provide sound information and advice.·Familiar with cognitive computing architectures, and artificial intelligence solutions with a call centre and digital worker middle and back office transformation focus.
  • Must Have·Ability to travel extensively, at short notices and perhaps extended time periods·Must have self-drive to lead initiatives and multitask·Strong communication skills both verbal and written·Five years experience with cognitive and knowledge management systems technologies such as Watson, Einstein(Salesforce) etc·Understanding of AI Ops type ongoing delivery models and disciplines to support transformation programs·Large scale project delivery experience in Finance / Telco or distribution industriesSign me up!If the above sounds like THE perfect opportunity for you to further your executive career then please apply online attaching your resume and application letter.

    To find out more, head to (url removed)GBS10 AsiaPacific

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