Reporting to the Senior Manager, Business Productivity, the Manager Customer Excellence Systems is responsible for leading, planning, coordination, and administration of customer experience platforms. This team lead position provides expertise and skills needed to effectively manage, maintain and support the customer experience solutions through proven communication, analytical and problem-solving skills to help identify, communicate and resolve issues in order to maximize the benefit of IT systems investments.

 

Key Responsibilities

• Providing the highest level of technical skill and expertise in Cisco PCCE, Dynamics CRM, ZOOM Customer Insights and Windows and Linux Operating systems and related network services protocols such as TCPIP, Telnet and DNS
• Monitoring and supporting the availability of the customer experience systems including but not limited to Microsoft Dynamics Servers, Cisco PCCE, Calrec and Customer insights servers and client telephony endpoints.
• Designs, implements and oversees a proactive process to collect and report data and statistics for customer experience systems environment; ensures the systems operate efficiently and meet the needs of the organization; ensures they are kept at most current stable version/release; performs research and testing to verify impact of installing all updates; responds to reports of slow or erratic performance.
• Ensure robust and reliable telephony, social media, email, customer engagements and other touchpoints are captured and responded to on various customer experience platforms.
• Design, implementation, configuration and administration of high availability, business continuity, disaster recovery and site resilience framework for customer experience platforms.
• Actively participate and engage in procurement and contracting of customer experience systems software licenses and maintenance contracts.
• Design and oversee new applications and enhancements to existing applications, software, and operating systems.
• Research, monitor and recommend state-of-the-art technologies that may have an application at the Bank by enhancing productivity and achieving customer experience business objectives.
• Collaborate with other IT staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
• Develop, implement and adhere to regular systems maintenance policies and procedures, including change request mechanisms and update schedules to ensure optimum uptime and service availability.
• Ensure the customer experience platforms adhere to KCB Group compliance and security standards.