Programme Manager, Customer Care Teachnologies

Overview

Coordinate and deliver customer care tech projects: CTI, CRM, chatbots, live chat, AI.

Key Responsibilities

• tech integration
• user stories
• project tracking
• stakeholder collaboration
• program planning
• documentation

Tasks

-Assist in the implementation and integration of customer care technologies across multiple platforms through partners -Track project performance, ensuring that all tasks and milestones are completed on time and within scope -Write detailed user stories for customer care technologies (CTI, CRM, KMS, chatbots, Livechat, AI) to ensure development teams have a clear understanding of what needs to be built -Collaborate with internal stakeholders, including customer care agents, business units, IT, and partners, to ensure alignment and clarity on project objectives and requirements -Assist the Senior Program Manager in planning, executing, and monitoring customer care technology programs. -Maintain accurate and up-to-date project documentation, including requirement documents, user stories, meeting minutes, and technical notes

Requirements

• bachelor’s
• genesys
• project management
• data analysis
• jira
• ai

What You Bring

-Bachelor’s degree in Information Technology, Business, or a related field -At least 2 years' experience in Genesys -Ability to track key performance metrics, analyze data, and generate insights to measure project success and identify improvement area -5 years of experience in project management, technology coordination, or related fields within customer care technology environments -Skilled in managing project timelines, deliverables, and task assignments using project management tools such as JIRA, Monday.com, or equivalent -Demonstrate working knowledge of customer care platforms including CTI (specifically Genesys), CRM, KMS, Livechat, chatbots. Demonstrating experience in introducing AI Efficiencies will be a plus -Deep knowledge of customer care technologies (CTI, CRM, KMS, Chatbots, Livechat, and AI) and how they integrate into contact center operations

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About Majid Al Futtaim

-Created from a vision to redefine shopping and leisure in the Middle East, this group evolved from a single founder's idea into a cross-continental leader. -It drives growth through major retail and community hubs like shopping malls, hotels, and mixed-use developments. -Features exclusive franchises and key projects such as Carrefour hypermarkets, VOX cinemas, Ski Dubai, iFly Dubai, and the iconic Mall of the Emirates. -Operates a leisure division that introduces unique attractions like indoor skiing, skydiving, waterparks, and flagship stores for LEGO and American Girl. -Known for impressive achievements, including the region's largest indoor ski floor, the first corporate green sukuk in the Middle East, and a multi-screen IMAX and 4DX cinema flagship.

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