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

Date Posted: 8/23/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Englewood, CO
  • Experience:
    Not Specified
  • Date Posted:
    8/23/2020
  • Job ID:
    REQ-2020-529

Job Description

The Director, Contact Center Technology will play a key strategic role, leading the evolution of the Contact Center technologies, including acting as a champion for customer self-service capabilities while also leading the team responsible for operating and enhancing a key subset of the Contact Center technologies. This role will analyze the existing Contact Center Technology platform as well as the emerging technology landscape, in partnership with the Contact Center business team, other IT teams, and Engineering, and create a cohesive, cross-functional architectural vision and roadmap. In addition, this role will represent the needs of the business and advocate for technology strategies  by partnering cross-functionally with other internal technology teams and external vendors to facilitate technical decision-making. This Director will also rationalize our technology investment and champion “what is possible” through prototyping and proof-of-concept initiatives. Finally, this leader will own technology integration into the Contact Centers coordinating with the appropriate Contact Center business teams to ensure business readiness for change.

What you'll do:

  • Provide strategic direction and daily support to design, implement and support strategic enterprise Contact Center platform solutions at multiple onshore and offshore sites
  • Lead technical strategy 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 Contact Center business goals
  • Manage team of technology professionals at multiple sites to include support of new applications and ensure 24x7 support of key contact center infrastructure including development of tactical workarounds for short term issues
  • Mentor and coach the team to shift from a single technology platform team to a true strategic partner to the Contact Center teams having input and advocating across the Contact Center technology landscape
  • 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
  • Anticipate future technology needs based on the overall business strategy and lead the evaluation of complementary vendor technologies, integration strategies, and proof of concept engagements to build internal awareness and consensus
  • Translate business strategies and capability needs into system development and implementation approaches while advocating for and owning the non-functional requirements for software solutions
  • Identify and manage relationships with key technology vendors
  • Conduct high-level technology budget analysis
  • Contribute to and evaluate business cases and ROI studies as needed

What we're looking for:

-Education:

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

-Experience/Skills Needed:

  • 5+ years’ experience in a call/contact center technology role required
  • Demonstrated progressive technology leadership experience
  • Minimum 6 years of experience designing and developing Contact Center Solutions and Technologies required; experience with cloud-based architectures preferred
  • 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
  • Ability to see and communicate the big picture while also diving into the details, 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 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 

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