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
Deliverable
production ML models | product features | dashboards & analysis | client delivery
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
