Service Delivery Manager (CCaaS)

TL;DR

Service Delivery Manager (CCaaS): Coordinating the operational delivery of managed services based on Genesys Cloud CX and other CCaaS platforms with an accent on service quality and SLA compliance. Focus on monitoring operational metrics, incident coordination, and continuous improvement of customer experience solutions.

Location: Remote (Must be based in Argentina)

Company

hirify.global is a global IT services and consulting company that supports digital transformation for large enterprises across five continents.

What you will do

• Coordinate CX service delivery and daily operations in alignment with SLA requirements.
• Track service activities and delivery progress in collaboration with Genesys Cloud CX consultants and engineers.
• Monitor service requests, tickets, and operational metrics to ensure timely issue resolution.
• Lead incident coordination and manage customer communications regarding support status.
• Prepare operational updates and service reports for internal and client review meetings.
• Maintain and update service documentation, knowledge base articles, and operational procedures.

Requirements

• 2+ years of experience in Technical Support, IT services, or customer support environments.
• Strong troubleshooting skills and a solid understanding of SLA principles.
• English: Upper-Intermediate (B2) or higher required for communication with US customers.
• Availability for weekend shifts and readiness to work PST hours.
• Effective communication skills and the ability to work in a team environment.

Nice to have

• Experience with ITIL frameworks.
• Familiarity with Genesys Cloud CX or other call-center solutions.
• Experience using Jira and ServiceNow.
• Spanish language skills.

Culture & Benefits

• "Work From Anywhere" culture providing high flexibility for remote work.
• Comprehensive compensation package including health insurance.
• Access to a relocation program.
• Professional development through certification programs, mentorship, and internal mobility.
• Inclusive, multicultural environment with regular team-building and social events.