Sr. Manager, BPO GCS Systems
On-site · Zug, Zug, Switzerland
Job Summary
Delivery-focused senior manager leading end-to-end strategy and activation of the Global Customer Solutions systems stack (Case Management with Microsoft Dynamics and Genesys). Owns roadmap and standards, governance playbooks, backlog, sprint/release cadence, and multi-region rollout plans; partners with IT, vendors and regional teams to ensure global alignment, deployment, and adoption. Drives pilots, scales pilots into rolled-out solutions, oversees training and hypercare, and monitors platform health and adoption metrics to increase digital self-service and reduce manual touchpoints. Requires strong experience with APIs/EDI integrations, CRM/contact center environments, and hands-on familiarity with Genesys and Microsoft Dynamics; English proficiency; 10% travel; option for a remote-by-exception arrangement in select locales.
Required Qualifications
- Bachelor’s degree required
- 8+ years delivering platform releases and integrations (APIs/EDI) in contact center or CRM environments
- Hands-on familiarity with Automation, Genesys, or Microsoft Dynamics (or comparable platforms)
- Strong operational readiness experience and runbook/playbook creation
- Data driven orientation: experience reporting adoption, defect rates and deployment cadence
- Excellent partner coordination skills across IT, vendors and regional operations
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