Technical Manager - Genesys | Al Futtaim Engineering | Al Futtaim Technologies

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 and their customers on both Genesys Engage, Genesys Cloud and migration of customers from Genesys Engage to Genesys Cloud as per customer and company demands.

What you will do: Project Delivery

• Installation, Testing & commissioning of Genesys contact center solution at the customer sites as per agreed project plan.
• Ensure the committed timelines are met for the projects at customer sites within the agreed scope, cost and quality.
• Provide Level 3 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.
• Work as Lead Technical resource and assist Project Manager in large projects. Take 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.

Service Delivery

• Provide the complete service interface with the clients/stakeholders and the management.
• Ensure Customer Satisfaction with the 24x7 Support.

Project Quality Management

Ensure the quality of all assigned projects executed/achieved according to the quality standards defined by the project brief resulting in receipt of the Completion Certificate.

Administrative & Coordination Support:

• Ensure excellent management of documentation and day-to-day activities to meet required standards.
• Assist in preparing, coordinating, and updating business reports.
• Collaborate closely to provide support and assistance to other departments and senior managers as needed.
• Manage, train, and motivate the staff within the department according to company procedures, policy and employment law. Develop internal staff motivation and coaching sessions with a specific aim to improve staff presentation techniques to third parties. Employ and supervise both internal and external resources.

Required skills to be successful:

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, including:

• Genesys Multimedia (E-Mail, Chat) Routing.
• Genesys Inbound and Outbound implementation.
• Genesys Voice Platform 8.x.
• Genesys Routing Development (IRD & SCXML).
• Genesys Call Center Reporting (Infomart, Call Center Analyzer).
• Troubleshooting Genesys solutions and production issues.

Software development skills include:

• Platform SDK customizations.
• IVR flow design and development.

Integration experience with:

• Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM.
• Nuance Real Speak.

Implemented Genesys in Windows and Linux platforms.

What equips you for the role:

• Engineering qualification in IT / Computer Science or equivalent.
• PMP Certification.
• ITIL v4.0.
• Genesys Certified Professional Cloud.
• Genesys Certified Professional (minimum 3 modules of Genesys Engage).
• Minimum 9 years of experience in installation and maintenance of Genesys Contact Center Solutions (Engage, Cloud, and migration from Engage to Cloud).
• Minimum 3 years of experience in leading solution delivery activities at customer sites.
• Minimum 3 years of experience in leading teams of Genesys consultants.
• Minimum 3 years of experience in Contact Center-related software development.

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.