Join a leading digital banking solutions provider as a Genesys Technical Lead, driving call center technology, cloud solutions, and customer IT operations. This role is ideal for professionals experienced in Genesys Cloud, IVR development, and omnichannel integrations. You will collaborate with business users, development teams, and key stakeholders to implement and optimize cutting-edge contact center solutions.

Key Responsibilities

• Lead and support customer IT teams, business users, and development teams in day-to-day call center operations.
• Manage and ensure adherence to SLAs for call center platform-related requests.
• Develop and customize IVR systems and reporting solutions for the Call Center Platform.
• Oversee and manage call center technology projects, ensuring scope, timelines, and quality are met.
• Maintain technical documentation related to call center projects and cloud solutions.
• Foster strong relationships with business users and stakeholders, ensuring clear communication and requirement gathering.
• Stay updated on cloud services and contribute to solution presentations for clients.

Required Skills and Qualifications

Experience:

• Minimum 6 years in call center technology setup and solution development.
• Proven experience in managing customer-specific change management processes in call center projects.
• Hands-on experience in IVR development and custom solution development for call center platforms.
• Strong background in managing omnichannel environments and integrating multiple communication channels.
• Experience working with Genesys Cloud or similar contact center technologies.

Technical Skills:

• Proficiency in IVR development and programming languages such as Crystal Reports, SSIS, SQL Server, and Oracle.
• Familiarity with VoIP, CRM systems (Salesforce preferred), CTI/IVR, and SIP-based technologies.
• Experience integrating omnichannel solutions (Chat, Mail, Video, SMS, Social, Web, Mobile).
• Understanding of AWS services and cloud-based call center solutions.

Soft Skills:

• Strong problem-solving mindset and the ability to collaborate effectively within a team.
• Excellent communication and stakeholder management skills.

Language Requirements

• Japanese: Native level (for client and internal communication).
• English: Intermediate to Business level (for global coordination).

Preferred Skills & Qualifications

• Experience with Genesys Cloud or similar contact center platforms.
• Knowledge of financial services or e-commerce industry.
• Familiarity with AWS services and cloud-based call center architectures.