Description

You will manage the intersection of contact center technology and business strategy through roadmap development and project execution.

Responsibilities

• Develop and maintain IT roadmaps aligned with contact center strategic goals.
• Lead the planning, execution, and delivery of complex IT projects within scope and budget.
• Gather requirements from stakeholders to ensure IT initiatives meet business priorities.
• Manage vendor relationships to ensure high-quality delivery of IT services.
• Conduct hands-on training and provide technical support for end-users and administrators.
• Drive feature utilization and provide expert consultation on contact center product best practices.
• Collaborate with Business Analysts to decompose work using agile methodology.
• Monitor product performance to provide transparency on project status to leadership.

Required Skills

• 12+ years of experience in business systems or contact center environments.
• Deep understanding of enterprise contact center operations and omnichannel workflows.
• Proficiency with Cisco UCCE, Nuance, and E-gain.
• Experience with Verint WFO Suite, Visual IVR, and Virtual Hold Technology.
• Finesse and contact center technology product expertise.
• Strong project management and vendor management skills.
• Ability to deliver net ROI for implemented projects.
• Knowledge of commercial banking operations.
• Bachelor's degree.

Key Skills

Education

Bachelor's degree