Head of Contact Technologies
- Location
- Kilmarnock, Scotland, United Kingdom
across Europe, setting the platform strategy, roadmap, prioritised backlog, standards and adoption of new capabilities. Lead development and adoption Genesy capabilities including digital self-service, messaging, web chat, voice, outbound dialling, routing, workforce engagement, and other relevant capabilities. Drive implementation of AI-enabled capabilities including chatbots, agent assist, conversation … intelligence, summarisation and workflow automation. Provide hands-on technical and service leadership for platform configuration, integrations, testing, releases, incidents, problem resolution and complex change while developing a growing specialist team. Own Genesys budgets, licensing, renewals, supplier relationships, commercial negotiations and business cases for further investment. Own connected contact-centre ...