About the Team
This team is part of the Global Business Service (GBS) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.
About the Opportunity
As a Technology and Tools Specialist, you will be part of the Bot and Technology team within the GBS organization and responsible for tools & technologies development, management, and 3rd party integrations. You will also work with all levels of stakeholders internally and externally to improve our usage of existing in accordance with company goals.
The successful candidate will have strong experience in managing applications, including day-to-day configuration, feature customization/development, reporting, third-party integration, workflow and trigger setup, monitoring, as well as troubleshooting for internal users. This is a great fit if you are passionate about technology and Customer Experience (CX) to systematically solve complex problems.
Key Responsibilities: What You'll be Doing:
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Involvement across the planning, execution, and delivery of system enhancements, upgrades, and new tool deployments across contact center, workforce, quality, and learning platforms.
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Partner with stakeholders to understand and translate business needs into detailed system requirements and configurations, ensuring optimal alignment with operational goals.
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Manage change requests and identify opportunities to streamline processes, leveraging both existing systems and new technologies to improve performance and user experience.
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Serve as the key liaison between CS, IT, vendors, and other cross-functional teams to ensure clear communication, timely updates, and alignment on solution strategy.
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Involvement in testing lifecycle (SIT/UAT), coordinate integrations and go-lives, and ensure smooth rollouts with minimal business disruption.
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Maintain up-to-date documentation, follow industry best practices, and support governance around system development lifecycle (SDLC) and IT processes.
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Provide guidance and hands-on support across tools and platforms, from configuration and setup to troubleshooting and enhancements.
Requirements: What We Look For In You
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3 to 5 years of experience in system administration or business analysis, preferably in customer service technologies such as service desk, contact center, workforce management, quality management and learning management software.
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Strong knowledge & experience in select business processes and in relevant technologies and concepts
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Fast learner and independent thinker
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Comfortable in a rapid changing environment and in a fast-paced environment
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Team player and customer-centric mindset
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Detail-oriented and understand the fundamentals of project management
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Thrive in situations where you can think critically, anticipate issues before they arise and proactively suggest big-picture solutions
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Support a culture of continuous improvement to continually raise the bar of execution
