Manager, Customer Excellence Systems

KCB Bank is hiring a Manager, Customer Excellence Systems to lead and oversee the planning, coordination, and administration of customer experience platforms. This crucial role ensures the effective management, maintenance, and support of customer experience solutions, leveraging proven communication, analytical, and problem-solving skills to maximize the benefits of IT systems investments.

Requirements:

• – Bachelor’s degree in Information Technology, Computer Science, or a related discipline
• – Professional qualifications: MCSE/MCITP/MCSA/MCP/CCNA
• – Additional qualifications: MCDBA, LINUX/UNIX
• – 5 years of progressive experience in Information Technology
• – 3 years of extensive technical knowledge and experience in Customer Experience Systems Technologies
• – 3 years of experience in Network Services
• – 3 years of experience in LAN & WAN design, implementation, and monitoring
• – 4 years of experience in Project Management
• – 4 years of experience in Customer Service

Duties and Responsibilities:

• – Provide expertise in Cisco PCCE, Dynamics CRM, ZOOM Customer Insights, Windows, Linux Operating Systems, and network services protocols
• – Monitor and support the availability of customer experience systems, including Microsoft Dynamics Servers, Cisco PCCE, Calrec, and Customer Insights servers and client telephony endpoints
• – Design, implement, and oversee proactive processes to collect and report data and statistics for customer experience systems
• – Ensure robust and reliable telephony, social media, email, customer engagements, and other touchpoints are captured and responded to on various customer experience platforms
• – Design, implement, configure, and administer high availability, business continuity, disaster recovery, and site resilience frameworks for customer experience platforms
• – Actively participate in the 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 to enhance productivity and achieve customer experience business objectives
• – Collaborate with 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
• – Ensure customer experience platforms adhere to KCB Group’s compliance and security standards