About the job
TTEC Rwanda – IT Country Lead – Kigali
The Country IT Lead role has responsibility for IT systems and services within Rwanda & Kenya, working within a matrix-managed model and reporting to the Executive Director of IT EMEA.
The Country IT Lead for Rwanda & Kenya will be primarily responsible for the definition, delivery and management of IT systems and services within the country, working closely with TTEC functions as well as suppliers, partners and local government and regulatory bodies to ensure the provision of TTEC technology to support business operations.
This role is focused on helping to establish TTEC’s first contact centre facilities and supporting IT capabilities in Rwanda & Kenya and to enable the launch of new TTEC client operations within the facility using a mix of TTEC, partner and client technologies. Once established, the role focus will be to help mature IT capabilities and services in Rwanda & Kenya and support the expansion of TTEC through the addition of new client operations in our local facilities, and potentially the establishment of new TTEC facilities in Rwanda & Kenya in general.
The role also has responsibility for the management of partner IT services in Rwanda & Kenya – including the local Hosting Partner who will operate TTEC first contact centre facility. This element of the role will be managed in conjunction with TTEC’s existing global IT Operations, IT Support and Global Sourcing functions. In this matter, the Country IT Lead will be the local leader and subject matter expert, focusing on working with the Hosting Partner to ensure quality of service, adherence to contracted services, and resolution of IT-related issues that may affect service to TTEC and TTEC’s clients.
This role may from time to time require the Country IT Lead to work with other TTEC team members as part of Global or IT-specific projects within the country or wider Africa region, including the establishment of TTEC facilities and IT services in other countries and regions.
The role is primarily office-based from the local TTEC headquarters in Kigali Rwanda, however includes the flexible option for remote home-based working when appropriate.
Key role elements:
- as part of an international project team to establish TTEC’s contact centre facility in Rwanda & Kenya – locally responsible for the IT elements of the project.
- the effective day-to-day operational performance and reliability of TTEC IT systems and services in conjunction with TTEC, suppliers & partners, and TTEC clients.
- as part of a TTEC project team to deliver IT projects or IT workstream elements for Global Projects, both in Rwanda & Kenya and in other countries within the Africa region.
- recommendations to improve IT technologies and capabilities in-country.
- to the technology strategy of the Africa region during a period of unrivalled growth.
- new technologies including existing TTEC technologies and new technologies relevant to the CX industry both locally and internationally
- excellent relationships with local IT suppliers and partners and owning the relationship management, working closely with TTEC global functions.
- and maintaining excellent relationships with internal customers (Local TTEC leadership team, Operations team et al) as well as Client representatives.
- IT supplier & partner relationships and interactions as the face of TTEC IT in-country
- IT relationships in local government and with local regulatory bodies
- client, supplier and partner discussions and presentations locally for IT topics
- detailed assessments evaluating client’s and partner’s technical and business environments
- and pricing CX and infrastructure technologies and equipment, recommending and arranging procurement and supply.
Establishing and managing:
- the Country IT Lead, ensure the development, readiness and implementation of IT solutions and services necessary to establish TTEC operations within the country, as part of a structured programme of work supported by TTEC’s global and IT Project Management Office (PMO).
- established, ensure effective management of IT operations within the country including TTEC sites and remote workers, client sites and temporary operations or services. Develop technology capabilities and supporting services within the country to enable the continued expansion of TTEC operations, focusing on capacity, resilience,
- overall IT performance to agreed KPIs.
Partnerships:
Responsible for the supplier management of local regional IT providers and the technology elements of TTEC partner contracts, including hosting partners, service providers etc. Review and manage the technology aspects in SOW/MSA stages of a technology contract, assessing call centre technology and applications in existing or new facilities.
Growing TTEC:
Thought leadership and excellent collaboration to help TTEC grow –
Routinely collaborate with TTEC Sales in the preparation and presentation of regional sales opportunities as the IT subject matter expert and local leader for technology in the country.
Work closely with the Executive Director for IT, Global Executive Director for IT Operations & Support, and TTEC regional leaders, contributing to IT strategy for the region and helping to produce pragmatic, costed proposals that will enhance TTEC’s client offerings and market capabilities within the region.
Job Specifications:
- spoken and written English language skills. Competent language skills in the non-native language (French – English)
- degree in technology /business subject or equivalent technical training.
- experience in international BPO or relatable industry within an international company based in Rwanda & Kenya, with demonstrable exposure to call centre, networking and communication technologies in a CX environment.
- experience in the design and build or integration of contact centre environments within country is essential, with regional or international experience preferable.
- experience in management of IT suppliers within local country and surrounding region, including contract negotiation, service management, escalation management.
- in negotiating local governmental regulations within Rwanda & Kenya and the wider region, driving adherence to ensure TTEC compliance.
- experience providing technical support for CX operations, utilizing core IT skillsets and operating IT trouble-ticketing applications and processes.
- to technology supplier procurement, pricing and contracting in relevant environments, including typical CX products and services.
- analytical and consultative skills with demonstrable experience in customer requirements definition & solution design.
- understanding of contact centre & CX technology environments, including IVR, ACD/Omni-channel, call recording, WFM, CRM, reporting, voice & data networks.
- practical knowledge of business to business private connections and infrastructure, including VPN and MPLS connectivity.
- practical knowledge of voice telephony routing options, including TDM, WebRTC, and SIP
- understanding of Cloud technology solutions such as AWS, Azure, Google cloud services and hosted contact centre platforms, such as NICE inContact, Genesys Cloud. Experience is advantageous.
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