Programme Manager, Customer Care Teachnologies
Majid Al Futtaim
Date: 3 weeks ago
City: Dubai
Contract type: Full time
JOB TITLE
Programme Manager, Customer Care Teachnologies | MAF Customer Solutions | Marketing
Role Summary
The Program Manager will assist in the coordination, implementation, and monitoring of various customer care technology initiatives, including CTI, CRM, KMS, Chatbot, Livechat, and AI-driven solutions. Working closely with the Senior Programme Manager and cross-functional teams, this role will involve coordinating project timelines, drafting detailed requirements, writing user stories, and ensuring seamless execution of technology solutions aimed at improving customer care operations.
ROLE PROFILE
Programme Manager, Customer Care Teachnologies | MAF Customer Solutions | Marketing
Role Summary
The Program Manager will assist in the coordination, implementation, and monitoring of various customer care technology initiatives, including CTI, CRM, KMS, Chatbot, Livechat, and AI-driven solutions. Working closely with the Senior Programme Manager and cross-functional teams, this role will involve coordinating project timelines, drafting detailed requirements, writing user stories, and ensuring seamless execution of technology solutions aimed at improving customer care operations.
ROLE PROFILE
- 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
- Assist the Senior Program Manager in planning, executing, and monitoring customer care technology programs.
- 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
- Assist in the implementation and integration of customer care technologies across multiple platforms through partners
- Collaborate with internal stakeholders, including customer care agents, business units, IT, and partners, to ensure alignment and clarity on project objectives and requirements
- Maintain accurate and up-to-date project documentation, including requirement documents, user stories, meeting minutes, and technical notes
- Track project performance, ensuring that all tasks and milestones are completed on time and within scope
- Bachelor’s degree in Information Technology, Business, or a related field
- 5 years of experience in project management, technology coordination, or related fields within customer care technology environments
- At least 2 years' experience in Genesys
- Deep knowledge of customer care technologies (CTI, CRM, KMS, Chatbots, Livechat, and AI) and how they integrate into contact center operations
- Skilled in managing project timelines, deliverables, and task assignments using project management tools such as JIRA, Monday.com, or equivalent
- Ability to track key performance metrics, analyze data, and generate insights to measure project success and identify improvement area
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