Contact Center Consultant

Algoleap is one of the fastest growing digital engineering services company based out of Hyderabad working with many fortune 1000 customers in transforming their digital landscape.

• At Algoleap, we believe that a truly innovative and successful workplace is one where diversity, equity, and inclusion thrive. We are dedicated to building a team that celebrates unique perspectives and experiences, fostering an environment where everyone is empowered to succeed. Algoleap offers compelling full-time roles designed to help you grow and excel. Our positions come with flexible options, including onsite and hybrid roles, allowing our team members to work closely with our clients and make a direct impact on the engagements at the same time offering great work life balance.

Job Description

POSITION PURPOSE

A great opportunity to play an important role to lead the Global Platform of our market leading international higher education research and search platforms.

We are seeking a highly skilled and strategic Global Contact Centre Technology Platform Owner to oversee the development, maintenance, and optimization of our global platform(s). The Global Contact Centre Technology Platform Owner will be responsible for defining the platform strategy, collaborating with cross-functional teams, and ensuring alignment with business objectives.

Key Responsibilities:

Develop and execute the global platform strategy, including defining the product roadmap, feature prioritization, and long-term vision.

Collaborate with stakeholders across the organization to understand business requirements and translate them into platform enhancements and capabilities.

Lead cross-functional teams, including engineering, product management, UX/UI design, and QA, to deliver high-quality platform solutions on time and within budget.

Define and track key performance indicators (KPIs) to measure the effectiveness and success of the platform, and use data-driven insights to drive continuous improvement.

Stay abreast of industry trends, emerging technologies, and competitive landscape to identify opportunities for innovation and differentiation.

Act as the primary point of contact for platform-related inquiries, escalations, and decision-making, both internally and externally.

Foster a culture of collaboration, accountability, and excellence within the platform team, promoting knowledge sharing and professional development.

We have ambitious plans for growth, this is a great opportunity to develop your Global Platform Owner skillsets in a global technology company whilst helping prospective students and making a real difference to society.

KPIs

1. Technical Vision and Commercial Alignment:

- Define and communicate a technical vision for the software platform that aligns with commercial goals and objectives across diverse global markets.

- Collaborate with commercial teams to understand market dynamics and tailor the technical strategy accordingly.

2. Global Stakeholder Management:

- Develop and nurture relationships with stakeholders across diverse global teams, ensuring alignment with business objectives.

- Effectively communicate technical strategies to non-technical stakeholders, fostering a shared understanding of the platform's value proposition.

3. Architectural Leadership and Scalability:

- Build/Lead the design and evolution of the platform's architecture, emphasizing scalability and adaptability for varied global network demands.

- Collaborate with regional technical leads to ensure architectural coherence across different geographical contexts.

4. Development Oversight and Global Collaboration:

- Oversee the software development lifecycle, promoting collaboration and knowledge-sharing within global engineering teams.

- Implement strategies for effective collaboration across time zones and cultural differences.

5. Global Contact Centre Technology Roadmap Planning:

- Develop a comprehensive technology roadmap that caters to the diverse needs of global markets.

- Prioritize features and technical enhancements based on regional requirements and market nuances.

6. Performance Optimization and Quality Assurance:

- Implement strategies for optimizing software performance while considering the varying network conditions globally.

- Collaborate with global quality assurance teams to ensure robust testing processes and high-quality deliverables.

7. Security and Compliance Across Regions:

Oversee the implementation of robust security measures, ensuring compliance with regional and global regulations.

Collaborate with legal and compliance teams to address region-specific requirements.

8. Commercial Innovation and Stakeholder Engagement:

- Foster a culture of commercial innovation through research and development initiatives.

- Engage with key stakeholders globally to gather insights, address concerns, and identify opportunities for business growth.

9. Team Leadership and Talent Development:

- Lead and mentor a diverse global technical team, promoting collaboration and ensuring a cohesive team culture.

- Collaborate with HR to recruit, onboard, and develop top-tier technical talent across different regions.

Qualifications:

Advanced Bachelor's degree in Computer Science, Engineering, Business, or related field; Master's degree preferred.

Proven track record of 5+ years in platform ownership role preferably on Genesys Contact Centre Platform with extensive knowledge on the architecture capabilities of the platform.

Strong understanding of software development methodologies, including Agile, Scrum, and Kanban.

Excellent leadership and communication skills, with the ability to influence and inspire cross-functional teams and stakeholders.

Strategic thinker with a data-driven and customer-centric approach to decision-making.

Experience working with distributed teams and managing complex projects with multiple stakeholders.

Demonstrated ability to thrive in a fast-paced, dynamic environment and drive results amidst ambiguity and change.