Technical Manager - Genesys Solutions| Al Futtaim Real Esatate|Al Futtaim Engineering

Job Requisition ID: 160486 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role

The Genesys certified Technical Manager shall be a PMP Certified Engineer leading the technical engineer team of Genesys Engineers for Contact centre business of Al Futtaim Technologies in UAE, KSA, Qatar and other emerging markets as per company demands.

What you willl do 

• Installation, Testing & commissioning of Genesys contact center solution on Genesys Cloud and Genesys Engage as per agreed project plan
• Ensure the committed time lines are met for the projects at customer sites within the agreed scope, cost and quality.
• Provide Level3 support for problem Analysis and resolution to the problems at customer site to meet the SLA timelines and first time resolution target
• Lead the solution delivery activity when deputed as responsible for service delivery of specific project.
• Works as Lead Technical resource and assists Project Manager in large projects. Takes responsibility of team working on site and coordinate day to day project activities onsite.
• Expert Knowledge of Genesys, architecting Genesys solution implementation, assisting presales and performing POC.

Continuously upgrade the skills by self-learning

Technical Skills:

• Expert level of technical Skills in Genesys Cloud
  • Genesys Inbound, Outbound across all media channels
  • Genesys chat, Email, WhatsApp etc
  • Genesys AI Chatbot, Conversational AI, Google Dialog Flow
  • Genesys IVR
• Expert level of technical Skills in Genesys Engage
  • Genesys SIP
  • Genesys Multimedia (E-Mail, Chat) Routing
  • Genesys Inbound, Outbound Implementation
  • Genesys Voice Platform 8.x
  • Software Development Skills in
    • ASP .Net Development
    • Platform SDK Customizations
    • Web Services Development in C++/Java
    • IVR Flow Design and Development
  • Integration Experience Consists Of
    • Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM
    • Nuance Real Speak
  • Implemented Genesys in Windows and Linux Platforms

Project Management Skills:

• Project Management Process, Tools and Techniques
• Software Development Life Cycle Management
• Project Initiation, Planning, Execution, Monitoring & Control, Closure
• Coordinating resources and timetables with user departments and data center.
• Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
• Excellent documentation skills and attention to detail.
• Oversees small to medium sized projects or components of larger projects. 
  Creates and administers project plans and project documentation using defined templates.
• Manages to project scope and project schedule. Identifies key project team members by defining roles and responsibilities.

Required Skills to be successful

• Certifications:

• PMP Certification
• ITIL v4.0
• Genesys Certified Professional Cloud
• Genesys Certified Professional (minimum 3 modules of Genesys Engage)
• People Management
• Strong communication skills
• Communication: Highly motivated and strong team player with excellent communication and leadership skills to lead the team
• An excellent customer service attitude and the ability to interact with customers in a professional manner are required.

What qualifies you for the role

• Minimum 9 years of experience in installation and maintenance of Genesys Contract Center Solutions,
• Minimum 3 years of experience in leading the solution delivery activity at customer site.
• Minimum 3 years of experience in leading the team of Genesys consultants.
• Minimum 3 years of experience in Contact Center related Software Development
• Graduate engineer in IT / Computer science

About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions. 
 
The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation. 
 
The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services. 
 
These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.