Dstellar Software Solution
Profile – CX Technology lead
Experience: 8 -10 Years
Location: Dammam, Saudi Arabia (onsite)
Job Mode – 1 year contact (Extendable)
Start date – Immediate Joiners / 30 days
Email: [email protected]
Contact: 97412 95138
Job Responsibilities
Technology Leadership
1. Acts as the go-to authority for CX technology in GASCO and recommends CX technology solutions that
address GASCO’s business and digital transformation needs
2. Stays informed about CX market trends to enable a forward-looking approach, early-stage partnership
with disruptive and emerging technology vendors, and CX strategy development
3. Evaluates and pilots technologies and practices that enhance customer journey, customer satisfaction,
and revenue growth
4. Oversees the adoption of emerging technologies in CX areas including omnichannel (web, mobile app,
IVR, chatbot, WhatsApp, kiosk), payment, CRM, sales and distribution, commerce, logistics, AI,
analytics, mobility, and IoT
5. Leads joint planning and innovation exercises involving business, IT, and vendor stakeholders while
ensuring utilization of customer analytics to enable data-driven decision making
6. Facilitates customer data management in collaboration with the BI team to drive customer research and
analytics through the collection and storage of customer feedback (VoC), usage and behavioral data,
campaign data, and loyalty and churn data
Application Management
7. Manages GASCO’s integrated suite of CX applications consisting of customer-facing SAP applications
and non-SAP applications
8. Leads in-house teams and supervises outsourced contracts to drive unified and coordinated service
delivery
9. Owns delivery of operational services in accordance with IT standards and committed service levels
10. Supervises resolution of escalated incidents by drawing support of required parties and removing
obstacles in alignment with IT leadership
11. Orchestrates the on-time and accurate resolution of all application malfunctions and guides the
resolution of urgent or complex incidents to ensure business continuity
12. Ensures maintenance of complete, accurate, and up to date knowledge of all CX applications
13. Works closely with BCP/DR stakeholders to maintain a reliable service continuity posture
Job Requirements:
Bachelor’s Degree in IT, Computer Science or similar field.
8 – 10 years of relevant experience across multiple IT Applications areas, especially CX of which at least 2 at a managerial level
Excellent knowledge of CX themes, practices, products, systems, and applications
Expertise in CX technology areas such as omnichannel (web, mobile app, IVR, chatbot, WhatsApp, kiosk), CRM, sales and distribution, commerce, logistics, AI, analytics, and mobility
Experience in SAP C4C, SAP TM, Ariba Commerce Automation, Genesys IVR, SADAD, PayFort, Labiba, and WhatsApp is preferred
Knowledgeable in at least one of the core SAP functional domains as well as in web and mobile applications
Fluency in requirements management; SDLC, ALM, and DevOps; IT business partners management; Organizational change management.
Familiarity with distribution company and industrial environments, preferably in the oil & gas industry
Familiar with cybersecurity concepts and tools
Proficiency in identifying gaps and undertaking modernization and improvement actions to achieve the desired posture and committed service levels
Conversant with IT Service Management and service level reporting
General Requirements
The engagement duration is initially one year, starting immediately.
The resource shall be dedicated to GASCO and shall be available onsite throughout the engagement period.
The resource shall report to the IT Applications Director or any other designated individual.
Bidders are requested to quote fully loaded rate.