Customer Relationship Product Manager - Hyundai Capital Canada

Adecco is currently seeking a highly skilled and motivated CRM Product Manager to join our client's team in Toronto, ON. if you are looking for a rewarding career in the automotive finance industry with one of the industry’s top leaders, this role might be for you.

please note applicants must have contact center experience with AWS Connect or experience working/configuring other contact center technologies like Cisco, Genesys.

• Location: Toronto, ON * Hybrid work model

• Salary: 80-100 k + annual bonus + perks/benefits

• Company: Hyundai Capital Canada

Job Summary:

The Manager, CRM Product is responsible to manage Contact Center and CRM Programs. Working closely with a partner vendors of Hyundai Capital Canada and collaborating with the internal business and IT team, the primary focus of the role is to manage Digital Automation Programs change and bug fixes.

Duties and Responsibilities:

• Supervising project and bug fixes in Contact Center projects (AWS Connect and Salesforce)

• Leading the Development, bug fixes and production support of AWS and Salesforce

• Provide technical consultation in machine learning initiatives

• Making effective decisions when presented with multiple options for how to progress with the project.

• Communicating with stakeholders to keep the project aligned with their goals.

• Migrating existing telephone system(Sisco) to AWS.

Requirements:

• Supervising project and bug fixes in Contact Center and Salesforce Omnichannel projects

• Leading the Development, bug fixes and production support on Salesforce Omnichannel

• 5+ years related experience working within a customer facing contact center

• 3+ years’ experience in Sales Force CRM

• Collaborate to configure and customize the CRM system to meet the evolving needs of the organization

• Able to design technical specification documents for Contact Center Solution projects.

• Develop and deliver innovative custom solutions, introducing concepts and roadmaps to key decision makers

• Knowledge of Python would be a significant plus

• Experience with traditional and agile software development practices.

• Use and Configure JIRA as a project management tool.

• Customer-facing contact center experience, preferably with Amazon Connect

• Experience with Salesforce Cloud Voice and Omni Channel solutions

• Experience building integrations across WFM, CRM and contact center solutions.

• Experience with communications protocols and APIs such as WebRTC and SIP

• Experience with hands-on Scripting/coding (e.g. python, .NET, Node.js)

• Knowledge of JSON architecture, API integration experience

If you are a passionate individual with excellent communication skills and are seeking a challenging role in a dynamic and client-based environment, we encourage you to apply. We offer competitive compensation, outstanding benefits, and the opportunity to work alongside a dedicated team of professionals committed to customer satisfaction and company success.

To indicate your interest in this position, please apply online. A recruiter from Adecco will reach out to you shortly.

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