Senior Technology Enablement Manager

Senior Technology Enablement Manager

Coming soon to Jamaica!! Humach is a fast-growing company based in the United States and is an industry pioneer in the contact center and digital agent /AI industry, focusing on customer sales and support. For over 34 years, the leadership at Humach has continued to revolutionize the CX industry into where we are today. We combine the best of human and digital agents for the benefit of the end customer.

We’re excited to open a call center in Kingston, located at the University of the West Indies Mona. We are looking for talented professionals to build an amazing leadership team, who will play an important role in the launch of our newest venture.

Humach is now hiring a Senior Technology Enablement Manager to manage all aspects of a customer’s implementation onto a Contact Center as a Service (“CCaaS”) cloud platform, including ongoing change management. This individual will work closely with the client to determine customer call center processes and technical requirements and will then configure the CCaaS (cloud) platform on behalf of the customer and vendor. Configuration includes setting up IVRs, skills, hours of operations, call flows, routing, CRM integrations, and other services on the vendor platform. This position serves as the subject matter expert on the platform and supports customer account managers and help desk technicians with questions and addressing errors in the system configuration. The Senior TEM will act as the primary liaison with the platform provider to resolve issues.

 Primary Responsibilities:

• Provide solution design and development for new client implementations, and coordination of changes to existing applications.
• Build the technical configuration as required to implement new clients on a partner’s CCaaS (cloud) platform.
• Create ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, queue and other messaging, call recording services, email, chat, and other components of a customer call center platform build.
• Determine third party or client system (client CRM, databases, service platforms) integration requirements and working closely with customers to configure integrations to the platform.
• Consult with clients on system capabilities, implementation best practices, system training, vendor support services, and processes, and other needs related to the initial platform build and post-implementation vendor support.
• Provide web-based agent and administration training.
• Trouble-shoot problems during the configuration or go-live stages of client implementations.
• Adhere to the methodology required for project implementation.
• Create and maintain comprehensive project documentation as required by the partner.
• Deliver projects on time and within budget and scope.
• Communicate with customer account managers and Humach management regularly with project status.
• Develop trust with client leadership and other stakeholders to remove project roadblocks and ensure project success.
• Work with customers and vendors to track work progress and create strategies for risk mitigation and contingency planning.

 Ideal Qualifications:

• 3-5+ years’ experience with omni-channel cloud contact center configuration, management, administration & support.
• 3-5+ years’ experience with associated cloud contact center platforms; WFM, QA, CRM.
• Background in web development (software development degree a plus).
• 3-5 years’ experience with RESTful web service integrations.
• 3-5 years’ experience with JSON message structure for web service integrations.
• 3-5 years’ experience with web service security for service integrations.
• Strong ability to provide customer satisfaction by meeting quality standards.
• Strong technical acumen to identify process and technical solutions dynamically to unexpected situations.
• A passion for helping people solve problems and proven ability to understand technology concepts.
• Ability to work cross-functionally in a fast-paced startup environment.
• Ability to solve multiple, complex issues and work multiple projects simultaneously.
• Effective communication skills and experience with conducting presentations to customers.

Humach offers a competitive compensation and benefits package and more. This is your chance to join a dynamic team on the leading edge of contact center technology. Get the career you've always wanted – join Humach.