Manager Conseil – Transformation Digitale Relation Client (Expert de solutions CCaaS type Genesys ou Amazon Connect) – Services Financiers – Ile-de-France
Core
Strategic and operational transformation of Customer Relations and Contact Centers for major financial institutions (Banking & Insurance), focusing on omnichannel strategies, CCaaS solutions, and process modernization.
Role type
Senior Manager / Strategy & Delivery Lead
Builds
Omnichannel customer experience platforms, CCaaS solutions (Genesys, Amazon Connect), and strategic transformation programs for financial services clients.
Domain
Financial Services (Banking & Insurance) / Digital Transformation / Contact Center Management
Required skills
Strategic planning, omnichannel strategy design, CCaaS solutioning (Genesys, Amazon Connect), process mining, change management, program delivery, commercial offer structuring, team leadership
Preferred skills
Experience in banking/insurance domains, partnership management with tech vendors, complex stakeholder negotiation
Technologies
Genesys Cloud, Amazon Connect, Odigo, Process Mining tools, AI/ML platforms
Responsibilities
Define customer value propositions and omnichannel strategies, lead CCaaS deployment and integration projects, manage multidisciplinary project teams, drive commercial development and bid responses, optimize front-to-back processes using data and AI
Seniority
Senior Manager, hands-on IC with strategic oversight
