- 10 years of IT experience with at least 5 years leading enterprise CRM or Contact Center implementation projects.
- Proven experience delivering large-scale Customer Experience (CX), Contact Center, or Customer Service transformation initiatives.
- Strong hands-on experience implementing Microsoft Dynamics 365 Customer Service.
- Strong experience implementing Genesys Cloud CX or Genesys Engage contact center solutions.
- Experience integrating CRM platforms with telephony, CTI, IVR, omnichannel communications, and workforce optimization solutions.
- Strong understanding of contact center operations including call routing, IVR design, agent desktop, case management, knowledge management, and service workflows.
- Knowledge of REST APIs, Azure Integration Services (Power Automate, Power Apps) middleware platforms, event-driven integration, and enterprise integration patterns.
- Experience delivering cloud-based SaaS implementations using Azure and Microsoft cloud technologies.
- Strong understanding of Agile, Scrum, DevOps, CI/CD pipelines, and modern software delivery methodologies.
- Familiarity with security, privacy, and compliance standards applicable to enterprise customer service platforms.
- Strong written and verbal communication skills with experience preparing executive reports and project status updates.
- Experience in the delivery healthcare, Medicaid, or government customer service implementations is preferred.
Rate:
Not specified
Location:
Remote
IR35 Status:
Outside
Remote Status:
Remote
Industry:
IT
Seniority Level:
Senior