CX Operations Development Manager

CX Operations Development Manager

Location: Remote

Salary: £70,000

Overview:

We are seeking a CX Operations and Development Manager to lead a team of engineers in managing the operations and support of our contact centre solutions, specifically using the NICE CX One platform. The ideal candidate will be responsible for ensuring smooth operations, providing technical support, and driving continuous improvement initiatives.

Key Responsibilities:

• Lead and manage a team of engineers responsible for the deployment, maintenance, and support of contact centre and unified communications solutions.
• Oversee daily operations to ensure optimal performance of NICE CX One and related systems, resolving issues as they arise.
• Develop and implement operational processes and best practices to enhance team efficiency and service quality.
• Collaborate with cross-functional teams to identify opportunities for system improvements and enhancements based on operational metrics and customer feedback.
• Ensure seamless integration of VOIP, SIP, and session border controllers (SBCs) to maintain effective communication channels.
• Coordinate with IT and technical teams to manage SBCs from leading brands such as Cisco, Ribbon, AudioCodes, and Avaya.
• Facilitate CRM integrations (e.g., Salesforce, ServiceNow, SAP) to streamline operations and improve customer interactions.
• Foster a culture of collaboration and continuous improvement within the team, providing mentorship and professional development opportunities.
• Stay current with industry trends and emerging technologies to recommend enhancements to operational strategies.

Qualifications:

• Good relevant experience in CX operations management, with a focus on team leadership in contact centre environments.
• Strong understanding of modern contact centre and familiarity with NICE, Genesys Pure Cloud or similar platforms.
• Proficiency in VOIP, SIP, and session border controller technologies.
• Experience with CRM systems and their integration within contact centre operations.
• Excellent leadership, communication, and interpersonal skills, with a proven ability to inspire and motivate teams.
• Strong analytical and problem-solving skills, with a focus on operational efficiency.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.