Liaison Role: Act as the main point of contact betweenDHL Operations, clients and vendorsto address and resolve existing system backlogs and ongoing technical issues related to Amazon Connect and Service Connect.
Implementation Support: Assist in the planning and execution of upcoming system implementations, particularly focusing on the AQM (Automated Quality Management) and KMS (Knowledge Management System) projects.
Issue Resolution: Follow up with vendors and relevant stakeholders to resolve issues pertaining to Amazon Connect and CRM, ensuring timely and effective solutions.
Stakeholder Engagement: Collaborate with various stakeholders to support improvements and enhancements for both Amazon Connect and CRM systems.
UAT Management: Manage and oversee all User Acceptance Testing (UAT) and system implementations, ensuring that all processes meet required standards and specifications.
Onboarding Management: Serve as the point of contact for onboarding new hotlines and mailboxes, coordinating with stakeholders to ensure successful go-live transitions.
Performance Monitoring: Monitor system performance post-implementation and report findings to client, vendors and stakeholders, gathering feedback to drive continuous improvement efforts.
Documentation Maintenance: Ensure that all project documentation is accurately maintained and updated, including project charters, status reports, and user manuals, for DHL record-keeping purposes.
Requirements
Bachelor's degree in Information Technology, Project Management, or a related field.
Proven experience in project management, preferably within a systems or IT environment.
Strong understanding of Amazon Connect and Customer Relationship Management platforms.
Excellent communication and interpersonal skills, with the ability to liaise effectively with various stakeholders.
Strong analytical and problem-solving skills.
Experience in managing UAT processes and system implementations.
Ability to work independently and as part of a team in a fast-paced environment.
