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Translate client requirements into technical architectures, integration designs, delivery plans, testing strategies, and secure cloud solutions spanning CCaaS, CRM, WFM, analytics, knowledge management, and enterprise platforms. Experience with AWS integration and cloud-native architectures, APIs, event-driven solutions, data flows, enterprise security controls, CI/CD, automated testing, source control, Agile/Scrum, and SDLC governance.

Deloitte

Ccaas X AI, Manager, Technical Transformation

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The Workforce Manager is responsible for overseeing the workforce planning and scheduling functions in our call center to ensure optimal staffing levels, service delivery and sales results. Develop and communicate performance scorecards for leadership to monitor key KPIs (AHT, adherence, occupancy, service levels, sales conversion).

Guitar Center is a leading retailer of musical instruments, lessons, repairs and rentals in the U.S. With more than 290 stores across the U.S. and one of the top direct sales websites in the industry, Guitar Center has helped people make music for more than 50 years. Guitar Center also provides customers with various musician-based services, including Guitar Center Lessons, where musicians of all ages and skill levels can learn to play a variety of instruments in many music genres; GC Repairs, an on-site maintenance and repairs service; and GC Rentals, a program offering easy rentals of instruments and other sound reinforcement gear. Additionally, Guitar Center’s sister brands include Music & Arts, which operates more than 150 stores specializing in band & orchestral instruments for sale and rental, serving teachers, band directors, college professors and students, and Musician’s Friend, a leading direct marketer of musical instruments in the United States.

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Ccaas X AI, Manager, Technical Transformation Deloitte

Workforce Manager NEW Guitar Center Inc

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