IT Digital Solutions Consultant Supervisor

Job Description

Job Purpose:

• Develop and present product demonstrations and answer technical questions about the capabilities and features of Raya CX products
• Responsible for driving very aggressive digital transformation and innovation. Lead a variety of enhancements to customer experience systems and platforms. Additionally, planning, direct, and organize the activities of the digitalteam.
• Think “Client first” being able to maintain an empathetic stance toward the pain points of our Clients and work to improve their experience and decision making capabilities.
• Contribute client and market feedback to product teams and company strategy, be the voice of the customer

Key Responsibilities:

• Scope, define and design solution offerings; driving end to end technical solutions
• Analyze customer technology, define business requirements, and participate in risk analysis
• Develop technical presentations and proposals, and perform customer presentations
• Responsible for leading the strategic design and maintenance of customer experience applications
• Acts as technical project manager for the implementation of new customer experience services. Works with internal stakeholders, technology providers and system implementationhouses.
• Assists in productization of services provided to customers.
• Participate in knowledge transfer, documentation and information sharing to internal teams
• Monthly progress report on all business plansactivities
• Assess and evaluate vendorsperformance
• Provide technical guidance and support on CX and AI solutions
• Integration consulting for integrations with customer’s applications.
• Have the ability to effectively manage customer and projects
• Understands the strategic direction and present recommendations for new CX & AI technological advances and services to our contact center offerings
• Identify process improvement opportunities asneeded

Job Requirements

• Proficiency in both Arabic and English
• 7+ years of Experience designing customer experiences (CX) for the AI-enabled contact center at the enterprise level
• At least 2-3 years in an equivalent role as Solution Architect or Consultant for Communication & Collaboration or comparable IT area.
• Proven experience with architecting, designing, and developing contact center solutions, Chatbots, RPA, Artificial intelligence, machine learning models & integration with external system solutions
• Develop customer experience solutions, help in productization and develop a company IT roadmap
• Experience with Azure, AWS technologies
• Solid experience with business digital channels
• Proven experience with performance enhancement for data processing and complex queries
• Proven experience with design IVR and Chatbot Flows
• Conversation Design Experience
• High level experience with programming and codingplatforms based on MS .NET, Java or Python
• Balance of technical knowledge and business acumen and technical knowledge
• Experience in developing mobile application/web applications is an extra.
• PMP, TOGAF, CCXP is a plus
• Previous contact center experience is aplus
• University Graduate (Computer Science/Engineering) or higher