IT Manager, Customer Care

The Role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility in managing, securing, and optimizing Customer Care technologies such as Genesys Cloud CX and Twilio, owning technical issues and changes end-to-end, providing technical leadership, leveraging AI and automation, and ensuring strong security, governance, and operational reliability, contributing to our ongoing efforts to drive business success and enhance customer satisfaction.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

• Customer Care Technology Enablement: Engineer, administer, and optimize Customer Care technologies that enable customer service and revenue-supporting operations. Manage telephony, including voice, callbacks, and outbound dialers, alongside messaging, SMS, social media, email, chatbots, and external platform integrations. Manage routing, IVRs, phone numbers, operational configurations, platform health, releases, and vendor coordination across Genesys Cloud CX, Twilio, Mindful Feedback, and other platforms and services.
• Technical Leadership: Provide technical direction across Customer Care IT and lead assigned projects and initiatives through solution design, technical decision-making, stakeholder coordination, dependency management, testing, implementation, operational handover, and resolution of complex or high-impact technical issues.   
• Ticket and Incident Management: Own technical requests and incidents through resolution, including investigation, root cause analysis, escalation, corrective actions, and SLA tracking. Ensure requests received outside standard channels are logged.  
• User and Access Management: Manage onboarding, offboarding, licences, roles, queues, MFA, access reviews, and bulk user changes following approved access controls and least-privilege principles.  
• Security and Compliance: Apply security, privacy, access, data handling, credential management, and change controls across Customer Care technologies. Identify and escalate security risks, vulnerabilities, or control gaps through established processes.  
• Automation: Identify and automate repetitive or inefficient processes. Build, test, document, maintain, and improve approved automations. 
• AI Adoption: Use approved AI capabilities to improve daily tasks, including investigation, analysis, documentation, knowledge retrieval, ticket handling, and other operational activities. 
• AI and Automation Administration: Administer approved AI and automation capabilities, including configuration, access, integrations, monitoring, and governance controls.
• Reporting and Audit: Develop and maintain reports and dashboards, fulfil data requests, and provide audit evidence.
• Operational Readiness: Enable seasonal ramps, new-hire cohorts, peak periods, and platform changes within a 24/7 Customer Care operating environment. 
• Knowledge and Collaboration: Maintain technical documentation, educate and enable Customer Care and partner sites, and collaborate with stakeholders, internal teams, vendors, and security teams.

What you’ll bring

• English Fluency: Excellent written and spoken English communication skills for working effectively across cultures, global teams, and business environments.
• Technical Leadership: Provide technical direction, make informed technical decisions, coordinate stakeholders, and lead complex initiatives and issues through resolution. 
• Technical Problem Solving: Independently investigate and resolve complex issues across applications, networks, access, APIs, integrations, and cloud systems, coordinating escalation when required. 
• Stakeholder Management: Communicate technical decisions, risks, dependencies, and priorities effectively with stakeholders, vendors, technical teams, and senior leadership.  
• Security Practices: Apply security, privacy, least-privilege access, credential handling, and data protection principles to daily technical activities. 
• Continuous Improvement: Drive and prioritize improvements across technologies, processes, workflows, and operational practices. 
• AI and Automation: Apply AI and automation to improve technical and operational work while validating outputs and following security and governance controls. 
• Experience: 5+ years of total IT experience across Technical Operations, Systems Administration, Application Management, IT Engineering, or comparable technical roles. 
• Customer Care Technology: Experience engineering or administering Customer Care technologies, including CCaaS and SaaS platforms, identity and access management, and authentication. Genesys Cloud CX experience is preferred. Candidates without Genesys experience must be willing to learn the platform and pursue relevant certifications.  
• Integrations, Tools, and Automation: Experience with APIs, webhooks, integrations, scripting, workflow automation, AI, low-code platforms, and Jira, Confluence, or equivalent ticketing and knowledge management tools. 

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon! 

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