Director Contact Center Technology
3 weeks ago
About the role
As the Director of Contact Center Technology, you will be responsible for defining and implementing the technology strategy for transforming our contact center operations and customer experience. You will work closely with senior leaders, business stakeholders, and technology teams to align the vision, roadmap, and execution of our digital transformation initiatives. You will also oversee the selection, adoption, and integration of various contact center technologies, RPA and intelligent automation solutions, and emerging technologies such as generative AI. You will be a hands-on leader who can drive innovation, collaboration, and excellence across the organization.
What you will be doing
Define and communicate the technology strategy and vision for digital transformation of our contact center operations and customer experience.
Lead and manage the end-to-end delivery of digital transformation projects, from ideation to implementation, ensuring alignment with business objectives, stakeholder expectations, and best practices.
Understand business processes within the contact center/Back Office environment. To present Solution Designs for Front-office and Back-office solutions.
Collaborate with senior leaders, business stakeholders, and technology teams to identify, prioritize, and scope the digital transformation opportunities and challenges.
Evaluate, select, and integrate various contact center technologies, RPA and intelligent automation solutions, and emerging technologies such as generative AI, to enhance our operational efficiency, customer satisfaction, and competitive advantage.
Lead in specifying the integration solutions, take ownership for drafting and managing high quality solution architectures aligning needs and compliance for transformation delivery.
Build a strong working relationship with the relevant groups within the org including Voice, engineering, services, Automation, product houses, alliances, and business partners where appropriate.
Establish and maintain the governance, standards, and policies for digital transformation, ensuring compliance, security, and quality.
Build and develop a high-performing team of digital transformation experts, architects, and engineers, providing coaching, mentoring, and feedback.
Monitor and measure the outcomes and benefits of digital transformation, using data-driven insights and metrics.
Stay abreast of the latest trends, developments, and best practices in contact center technologies, RPA and intelligent automation, and generative AI, and leverage them to drive continuous improvement and innovation.
What you will need
A bachelor's degree in computer science, engineering, or a related field, or equivalent work experience.
A minimum of 15 years of experience in leading and managing complex technology projects, preferably in the contact center or customer service domain.
A minimum of 8 years of experience in defining and implementing technology strategy and vision for digital transformation, preferably in the FinTech or financial services industry.
A proven track record of delivering successful digital transformation initiatives that resulted in significant operational improvement, customer satisfaction, and business value.
A deep understanding and hands-on experience with contact center technologies, such as IVR, CTI, CRM, chatbots, voice analytics, and omnichannel platforms.
A strong knowledge and experience with RPA and intelligent automation solutions, such as UiPath, Automation Anywhere, Blue Prism and Microsoft Power Automate.
A familiarity and curiosity with emerging technologies such as generative AI, such as GPT-3, Llama, and experience in implementing these in production would be an added advantage.
Strong knowledge and experience with enterprise architecture, cloud computing, data analytics, and agile methodologies, such as AWS, Azure, Google Cloud, Snowflake, Tableau, and Scrum.
Strong analytical skills, being able to perform ROI / CBA analysis.
Excellent communication, presentation/demoing capabilities, and interpersonal skills, with the ability to influence and collaborate with senior leaders, business stakeholders, and technology teams.
Exceptional leadership, management, and problem-solving skills, with the ability to inspire, motivate, and empower a diverse and distributed team.
A passion for innovation, learning, and excellence, with a customer-centric and results-oriented mindset.
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