Omnichannel Development Manager

This is a fully remote position, open to applicants in Poland.

📋 Description

• Co-creating the technology roadmap for the Omnichannel area and coordinating its implementation.

• Ensuring the integration consistency of the Contact Center platform with CRM, ERP, Ticketing, and BI systems.

• Coordinating the standardization of solutions across international markets.

• Co-leading the implementation and migration projects for the Contact Center.

• Coordinating schedules and ensuring the quality and operational stability of solutions.

• Co-developing global technological standards in the areas of Voice, Digital, Unified Desktop, and VoIP/SIP.

• Ensuring that Contact Center solutions comply with GDPR, PCI-DSS, and HIPAA regulations.

• Collaborating on the verification of security procedures.

• Managing relationships with suppliers and telecommunications operators, as well as monitoring contracts and SLAs.

• Aligning priorities, standards, and expected outcomes with Contact Center Solution Designers.

⛳️ Requirements

• At least 3 years of experience in coordinating IT team collaboration or managing technology projects, with a focus on maintaining standards, quality, and deadlines.

• Experience in managing product roadmaps and coordinating the development of Contact Center platforms.

• Strong skills in coordinating collaboration with technical teams, defining responsibilities, and ensuring quality outcomes.

• Experience in budget management, ROI optimization, and conducting negotiations with suppliers.

• Ability to build partnership relationships with business stakeholders and technology partners.

• Basic knowledge of NLP/GenAI solutions and platforms such as Vertex, AWS, Azure, or HuggingFace.

🏝️ Benefits

• Participation in key projects for transforming Customer Care processes in Europe and a tangible impact on the direction of Omnichannel architecture development.

• A high level of autonomy and shared responsibility for the assigned area.

• Collaboration on strategic projects implemented on an international scale.

• An environment utilizing modern technological solutions, cloud services, and automation.

• Long-term collaboration in a B2B model.