IT Digital Solution Manager

Role Description

This is a full-time on-site role for an IT Digital Solution Manager located in Giza. The IT Digital Solution Manager will be responsible for analyzing business processes, managing projects, and utilizing information technology to enhance digital solutions. The role involves day-to-day tasks related to business analysis, project management, and implementing IT solutions to improve business processes.

key Responsibilities:

• Develop and execute digital transformation strategies to improve operational efficiency, customer engagement, and revenue growth.
• Identify, evaluate, and implement digital tools, platforms, and software solutions that align with business goals.
• Oversee the end-to-end management of digital projects, including scoping, implementation, budgeting, timelines, and performance measurement.
• Leverage data analytics and user feedback to enhance digital customer journeys and improve satisfaction.
• Lead and mentor a cross-functional team of conversation designers, developers, solution architects and project managers.
• Collaborate with sales teams to understand customer requirements and develop technical solutions that address customer needs and objectives.
• Provide technical guidance and support to sales teams throughout the sales cycle, including solution design, proposal development, and pricing negotiations.
• Work closely with product management and engineering teams to understand product roadmaps, features, and enhancements, and communicate customer feedback and requirements.
• Collaborate with external technology partners, vendors, and consultants to deliver high-quality digital solutions
• Utilize analytics and reporting tools to monitor key performance indicators (KPIs) and optimize data.
  
  

Qualifications:

• Analytical Skills and Business Analysis expertise
• Information Technology proficiency
• Strong Project Management skills
• Experience in Business Process optimization
• Excellent problem-solving abilities
• Effective communication and collaboration skills
• Bachelor's degree in IT, Computer Science, Business, or related field.
• Experience in Conversational AI Design and Engineering
• strong experience with leading CCaaS platforms like Genesys, sprinklr, kore ai, amazon connect, five9, freshworks and Kustomer.
• Deep understanding of technical concepts related to software development, cloud computing, networking, and/or cybersecurity.
• Proven experience in telephony and SIP trunking
• Proven experience configuring social media with omnichannel platforms
• Strong experience in implementing chatbots and voice bots.
• Strong proficiency in programming languages like JavaScript, Python, or Java.
• Experience with REST APIs, Webhooks, and OAuth authentication.
• Solid understanding of contact center workflows, call routing, and IVR systems.
• Experience with cloud platforms like AWS, Azure, or Google Cloud.
• Knowledge of CRM platforms like Salesforce, HubSpot, or Microsoft Dynamics.
• Familiarity with version control systems (e.g., Git) and CI/CD pipelines.
• Prior experience in contact center operations or telecom environments.
• Certifications in architecture-related fields (e.g., AWS Certified Solutions Architect,
• TOGAF, Zachman) is plus