SENIOR MANAGER - DIGITAL CONTACT CENTER SOLUTIONS

Role Overview

We are seeking a Senior Manager, Digital Contact Center Solutions to lead the design, implementation, and optimization of modern, technology-driven contact center solutions. This role will play a key part in transforming citizen services and customer experience within the government and public sector, ensuring seamless integration of cloud-based platforms, AI, automation and omnichannel capabilities.

Responsibilities

• Proven experience in designing, implementing, and operating modern contact center solutions (including cloud-based platforms, AI, automation, and omnichannel integrations).
• Strong technical background, with hands-on knowledge of infrastructure, systems integration, and digital platforms.
• Solid business acumen, able to align contact center strategy with organizational objectives and deliver measurable improvements in customer experience.
• Demonstrated experience leading large-scale transformation projects, preferably within the government sector.
• Expertise in vendor and stakeholder management, performance measurement, and KPI frameworks.
• Previous consulting or advisory role with a government entity is highly desirable.
• Excellent communication, leadership, and problem-solving skills.

Vertical

Technology

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