Contact Center Technology Consulting Manager Phoenix AZ  OR Dallas, TX

Job Title Contact Center Technology Consulting Manager

Location: Phoenix AZ OR Dallas, TX

Contract

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As the Contact Center Technology Consulting Manager, you will be responsible for:

• Leading teams that manage contact center technology stacks
• Providing senior-level guidance to the team to ensure best-in-class contact center design principles are followed.
• Ensuring security and compliance policies and best practices are followed
• Understanding of technical contact rate optimization strategies
• Ticket Queue Management
• Recommending changes to processes and systems based on contact center operational teams and business metric best practices
• Coaching team members to improve the process of executing on behalf of our bank contact center operations teams.
• Build relationships with our engineers whether they are on an outside consulting team or in-house staff.
• Actively monitoring contact center technology operations to ensure high service levels and timely resolutions to incidents and requests.
• Leading major incidents from start to finish, ensuring resolution in the most efficient manner possible.
  
  

To Be Successful In This Role You Will Have

• A high degree of emotional intelligence & ability to facilitate, negotiate, influence, and build consensus among stakeholders.
• Demonstrated ability to manage multiple projects, deadlines, and priorities in a dynamic work environment.
• Excellent written, verbal, and interpersonal communication skills with an acute ability to listen attentively and to communicate technical information effectively.
• Demonstrated strengths in organization, attention to detail, follow-through, analytical reasoning, critical thinking, and problem-solving skills
• Ability to be a technical sounding board to assist engineers
• Ability to understand and evaluate contact center metrics that are important for the business
• Experience working closely with large telco providers, associated network engineering teams, and engineers whether they are consultants or in-house engineers.
• Experience managing CCaaS Platforms is a requirement. Previous experience with Genesys PureCloud or Interactive Intelligence platforms would be a valuable addition for the role.
• Experience to understand how AI and ML support call center technologies is helpful but not required.
• Previous influence based people management is needed. Some relationships may evolve to be direct reports, some relationships may stay matrixed, but you will excel if you can take the lead in driving features, results, and the tech operations to support our contact centers.
  
  

Application Process: If you're interested and available for this above role and responsibilities then, apply now!

Please send us your updated resume in a word document with your expected hourly Rate at dhananjay@anveta.com

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