Technical Application Manager

Within VDFin we are seeking a highly skilled Technical Application Manager to oversee the implementation, maintenance, and optimization of our Anywhere 365 call centre solution and the Salesforce solution for our customer service. This individual will play a critical role in aligning our technical capabilities with the operational needs of our front office teams. The ideal candidate will possess a deep understanding of both Anywhere 365 and Salesforce, along with strong communication between the business, IT and the service providers.

Responsibilities:

1. Implementation and Integration:

• Lead the migration of Anywhere 365 for Skype to Teams in close collaboration with our provider Proximus.
• Collaborate with IT teams, vendors, and stakeholders to ensure seamless integration and functionality across platforms.
• Customize and configure Anywhere 365 and Salesforce to meet specific business requirements.

2. Maintenance and Support:

• Put in place the support and maintenance for Anywhere 365 and Salesforce system.  You will be the contact person for our business for non-standard requests.
• Troubleshoot technical issues, steer the service providers to identify root causes, and implement solutions in a timely manner.
• Monitor system performance, conduct regular audits, and implement enhancements to optimize functionality and efficiency.

3. Training and Documentation:

• Develop and deliver training programs for front office staff on the use of Anywhere 365 and Salesforce applications.
• Create and maintain comprehensive documentation, including user guides, process manuals, and technical specifications.
• Knowledge transfer to internal IT personnel

4. Project Management:

• Lead projects related to system upgrades, enhancements, and integrations.
• Define project scope, objectives, and timelines, and ensure timely delivery within budget constraints.
• Coordinate with cross-functional teams to prioritize tasks and allocate resources effectively.

5. Collaboration and Communication:

• Serve as a key liaison between IT and front office departments, translating business requirements into technical solutions.
• Foster collaboration and knowledge sharing across teams to drive continuous improvement and innovation.
• Communicate regularly with stakeholders to provide updates, gather feedback, and address concerns.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience implementing and managing Anywhere 365 call centre solution andSalesforce CRM.
• Strong technical proficiency in Microsoft Teams, SharePoint, PowerBI and other relevant technologies.
• Solid understanding of call centre operations and reporting, customer relationship management, and business processes.
• Excellent problem-solving skills and ability to think analytically in a fast-paced environment.
• Effective communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Project management certification is a plus.

Miscellanous :

• Homeworking policy : 3 days onsite minimum.