The job posting is for a Manager position within ANZ's Song practice, focused on Five9 contact center solutions and customer experience transformation. Candidates should have over eight years of experience, particularly in CCaaS consulting, and an MBA from a tier 1 institute
Job Summary
The role involves developing and executing contact center strategic initiatives including AI and Gen AI strategies to optimize business expenses.
Candidates will be responsible for creating business cases and strategic transformation roadmaps based on current market trends.
This position offers the opportunity to work on transformative projects with key G2000 clients while embedding responsible business practices.
Matching Summary
Match Score: 85
The job posting is for a Manager position within ANZ's Song practice, focused on Five9 contact center solutions and customer experience transformation. Candidates should have over eight years of experience, particularly in CCaaS consulting, and an MBA from a tier 1 institute.
Skills & Requirements
Must-have
Five9 Contact Center Platform
CX Transformation Strategy
CCaaS Advisory & Solution Architecture
Business Case Creation & Value Realization
AI/Gen AI Strategy for Contact Centers
Nice-to-have
Consulting experience with Amazon Connect or Nice
Knowledge of Salesforce or ServiceNow integrations
Experience with cloud economics and TCO analysis
Background in marketing or sales transformation
Familiarity with Genesys Cloud or Twilio platforms
Key Requirements
8+ years of relevant experience
MBA from a tier 1 institute
In-depth knowledge of Customer Service Operations
Hands-on experience with VCC Administrator and IVR scripts