Director, Contact Center Technology in Englewood, CO at WOW!

Date Posted: 6/23/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Englewood, CO
  • Experience:
    Not Specified
  • Date Posted:
    6/23/2020
  • Job ID:
    REQ-2020-529

Job Description

Summary:

The Director, Contact Center Technology and Program Integration will play a key strategic role, leading the evolution of the Contact Center technologies, including acting as a champion for customer self-service capabilities. This role will analyze the existing Contact Center Technology platform as well as the emerging technology landscape, in partnership with IT and Engineering, to help create a cohesive, cross-functional architectural vision and roadmap.

 Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Lead technical strategy business requirements for various products, platforms, and capabilities in support of Contact Centers and customer self-care
  • Collaborate widely across Engineering, IT, Product Marketing and business leadership to drive technology alignment with business goals
  • Contribute meaningfully to the architecture roadmap and the overall technical strategy for CXO
  • Contribute to the architectural governance process ensuring appropriate investment in strategically relevant and financially appropriate technology
  • Collaborate with cross-functional teams in the design and delivery of technology
  • Facilitate and own user acceptance testing and “operationalizing” of technologies into the contact centers and on behalf of customer self-service
  • Lead program and process improvement initiatives, delivering process change into the call centers, including communications and coordination of training with Learning and Development
  • Analyze technology for potential acquisition
  • Partners cross-functionally with internal technology teams and external vendors
  • Manages technology integration into the Contact Centers
  • Facilitates technical decision-making and governance practices
  • Anticipate future technology needs based on the overall business strategy and lead prototyping efforts to build internal awareness and consensus
  • Identify, translate, and deliver business requirements that can be easily translated into systems requirements while advocating and owning the non-functional requirements for these systems
  • Identify and manage relationships with key technology vendors
  • Conduct high-level technology budget analysis
  • Create and evaluate business cases and ROI studies as needed
  • Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-Education:



•Bachelor’s degree in a relevant business field or an equivalent combination of both education and experience

-Experience/Skills Needed:

  • 8+ years’ experience in a call/contact center operations role required
  • Demonstrated progressive technology leadership experience
  • Minimum 6 years of experience designing and developing Contact Center Solutions and Technologies required
  • Proven experience in large-complex technical efforts including cross-functional agile teams
  • Demonstrates effective relationship building, problem solving, negotiating, goal setting
  • Demonstrates exceptional critical thinking and analytical skills
  • Must be very detail orientated, and able to multitask efficiently 
  • Must possess the ability to work independently, and adapt work schedule to the needs of the department 
  • Must possess excellent communication skills (both verbal and written), with proven ability to communicate effectively with all levels of employees  
  • Must be able to present information to all levels of employees, in both informal and formal meeting settings   
  • Must be able to perform advanced mathematical functions, and translate those functions into appropriate calculations for use in reporting 
  • Must possess the ability to analyze advanced problems and reach the appropriate resolution

-Computer Skills:

  • Must possess excellent computer skills, with proven ability to learn new applications while displaying a high level of proficiency in Microsoft Office (Word, Excel, PowerPoint and Access) is required with an emphasis on advanced Excel skills; familiarity with GSuite a plus
  • Experience with contact center technologies ecosystems; inContact, Five-9s, Genesys, Avaya, SalesForce/ServiceCloud, or equivalent systems
  • Experience with Verint F&S, Avaya WFO, IEX or similar forecasting and scheduling software
  • Must possess strong computer aptitude

-Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to perform computer functions and operate routine office equipment 
  • Occasional travel may be required; to field or outsourced center locations
  • Regularly required to talk and hear
  • Required to use hands to type, handle objects and paperwork
  • Required to use close vision and be able to focus 

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer

Approved by:  Corporate Human Resources

Date:                June 2020

Summary:

The Director, Contact Center Technology and Program Integration will play a key strategic role, leading the evolution of the Contact Center technologies, including acting as a champion for customer self-service capabilities. This role will analyze the existing Contact Center Technology platform as well as the emerging technology landscape, in partnership with IT and Engineering, to help create a cohesive, cross-functional architectural vision and roadmap.

 Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Lead technical strategy business requirements for various products, platforms, and capabilities in support of Contact Centers and customer self-care
  • Collaborate widely across Engineering, IT, Product Marketing and business leadership to drive technology alignment with business goals
  • Contribute meaningfully to the architecture roadmap and the overall technical strategy for CXO
  • Contribute to the architectural governance process ensuring appropriate investment in strategically relevant and financially appropriate technology
  • Collaborate with cross-functional teams in the design and delivery of technology
  • Facilitate and own user acceptance testing and “operationalizing” of technologies into the contact centers and on behalf of customer self-service
  • Lead program and process improvement initiatives, delivering process change into the call centers, including communications and coordination of training with Learning and Development
  • Analyze technology for potential acquisition
  • Partners cross-functionally with internal technology teams and external vendors
  • Manages technology integration into the Contact Centers
  • Facilitates technical decision-making and governance practices
  • Anticipate future technology needs based on the overall business strategy and lead prototyping efforts to build internal awareness and consensus
  • Identify, translate, and deliver business requirements that can be easily translated into systems requirements while advocating and owning the non-functional requirements for these systems
  • Identify and manage relationships with key technology vendors
  • Conduct high-level technology budget analysis
  • Create and evaluate business cases and ROI studies as needed
  • Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-Education:



•Bachelor’s degree in a relevant business field or an equivalent combination of both education and experience

-Experience/Skills Needed:

  • 8+ years’ experience in a call/contact center operations role required
  • Demonstrated progressive technology leadership experience
  • Minimum 6 years of experience designing and developing Contact Center Solutions and Technologies required
  • Proven experience in large-complex technical efforts including cross-functional agile teams
  • Demonstrates effective relationship building, problem solving, negotiating, goal setting
  • Demonstrates exceptional critical thinking and analytical skills
  • Must be very detail orientated, and able to multitask efficiently 
  • Must possess the ability to work independently, and adapt work schedule to the needs of the department 
  • Must possess excellent communication skills (both verbal and written), with proven ability to communicate effectively with all levels of employees  
  • Must be able to present information to all levels of employees, in both informal and formal meeting settings   
  • Must be able to perform advanced mathematical functions, and translate those functions into appropriate calculations for use in reporting 
  • Must possess the ability to analyze advanced problems and reach the appropriate resolution

-Computer Skills:

  • Must possess excellent computer skills, with proven ability to learn new applications while displaying a high level of proficiency in Microsoft Office (Word, Excel, PowerPoint and Access) is required with an emphasis on advanced Excel skills; familiarity with GSuite a plus
  • Experience with contact center technologies ecosystems; inContact, Five-9s, Genesys, Avaya, SalesForce/ServiceCloud, or equivalent systems
  • Experience with Verint F&S, Avaya WFO, IEX or similar forecasting and scheduling software
  • Must possess strong computer aptitude

-Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to perform computer functions and operate routine office equipment 
  • Occasional travel may be required; to field or outsourced center locations
  • Regularly required to talk and hear
  • Required to use hands to type, handle objects and paperwork
  • Required to use close vision and be able to focus 

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer

Approved by:  Corporate Human Resources

Date:                June 2020

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer

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