Responsibilities

• Acting as Technology Leadership and IT liaison for the Contact Center technology platform.
• Overseeing end-to-end integration of software components to support the effective and efficient delivery of Call Center services across the country.
• Lead development and implementation of voicebox/chatbot technologies to improve self-service across multiple Operational areas.
• I will work closely with the program manager to understand the business requirements and build relationships with external stakeholders.
• Responsible for translating technical discussions and outcomes for business stakeholders and the executive team.
• Oversee and maintain documentation and workflows for IVR routing, telephony routing, and agent skilling, providing efficiency changes as identified
• Develop a thorough understanding of the business needs and priorities by developing strong relationships with Call Center Business Leaders.

Education

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) - Minimum Required

Experience

• 5 years’ experience in a leadership role in IT and/or Contact Center Operations.
• Strong mentoring and relationship building skills with the ability to work effectively with Call Center Business Leaders (strategic and tactical).
• Experience with leveraging Natural language Processing to build voicebox and chatbot solutions.
• Experience with Text to Speech, Speech to Text and Natural language processing implementation
• Working knowledge of AI/ML technologies
• Proven interpersonal, written and oral communications skills
• Demonstrated ability to build and maintain working relationships with executive leadership