Description
We are looking for a passionate, high energy individual to drive new process and practice into our customer contact telecom self-help and routing systems. In this role, you will work with a team of professionals to align business needs with IT solutions. You will need to understand the strategy and processes of a broad range of business units and work with the process owners to support those strategies and processes. You will develop the business requirements within the IT community to ensure quality delivery of business value. You will be responsible for working with sponsors to make tradeoff decisions when requirements, project schedule and budget are at odds.
Core job responsibilities will include:
- Building relationships with business sponsors, understanding their commitments, and establishing trust and dialogue on how to support those commitments
- Partnering with business sponsors to identify global inbound customer access points and promoting simplicity in how customers reach and interact over the phone
- Pushing IT value upstream as key business direction is being set
- Developing and presenting Solution proposals and recommendations, including analysis of options, justifications, and tradeoffs
- Insuring requirements are appropriately documented, detailed and implementation success is defined
- Representing the voice of the customer at each step in the development life cycle and managing customer feedback to identify areas for product improvement
- Ensuring that the solutions delivered meet the critical business needs of the sponsor
- Supporting business measurements: providing leadership around the development of metrics, dashboards and subsequent reviews of operation measurements to ensure the effective alignment and investment of customer contact initiatives
QUALIFICATIONS:
- BA/BS in Business, Computer Science, or related field
- Minimum 7+ years' work experience in Contact Center Technologies including but not limited to IVR, CTI and Analytics
- Ability to adapt to changing business needs and requirements
- Knowledge of structured software development and software implementation processes with lively business acumen
- Effective time management in complex situations
- Excellent interpersonal skills to build positive working relationships across groups and all management levels
- Strong balance of business process as well as technical aptitude
- Strength in independent document creation and maintenance.
This contract is expected to be 12 months in duration.