1 Contact Center Delivery Lead - MiECC Job in Lansing, MI
IO DATASPHERE INC. is Hiring a Contact Center Delivery Lead - MiECC Near Lansing, MI
- If you are interested in this position:** Download the skills matrix using the button below and fill it out. Email us and attach the **completed skills form** and your **most recent resume** to us at: jobs@iodatasphere.com Please include '**7620MI Skills Form**' and your name in the subject line. Position Contact Center Delivery Lead Location Lansing, MI **Description:** Our client, Michigan Enterprise Call Center (MiECC), is looking for Contact Center Delivery Lead.
- Both administrative and technical role, possesses superb leadership and interpersonal skills, and ensures delivering end-to-end customer-driven solutions.
- Supports top management in executing IT strategic plans.
- Analyzes business performance, industry trends, existing or new regulatory requirements and their impact on contact center operations.
- Makes recommendations on alternative courses of action, including risk assessment, capital investment, and acquisitions needed to align IT strategy with agency strategic plan.
- Requires good interaction skills with senior management and technical resources with ability to articulate and defend recommendations made.
- Provide technical expertise, services, and solutions for contact center services.
- Provides administrative and technical knowledge for activities including planning, designing, configuring, developing, testing, installing, and maintaining the contact centers both in the cloud and on-premises.
- Ensures that adequate and appropriate planning is provided to direct architects, lead planning and interface development with multiple vendors and stakeholders to ensure customers requirements are met or exceeded. **This role requires the following:**
- Develops a sound understanding of existing systems and processes, their strengths and limitations, and the current and future needs of the environment in which they exist.
- Provides strategic vision on how they may be improved and developed. Understands and explains the interactions between systems, applications, and services within the environment, and evaluates the impact of changes or additions to the environment.
- Strong written and verbal communication skills.
- Strong attention to detail with outstanding problem-solving skills.
- Extensive analytical thinking and problem-solving skills. **Skills Required**
- 10 years - Experience as a Delivery Lead
- Provides service delivery and support for contact center technology, IT projects that use Cloud technologies, Siebel, and Genesys. Possess the ability to effectivity communicate strategic strategies with Senior BRM, GM, and within the Agencies.
- Experience Project Management, Change Management, Risk Management, issue escalation and status reporting.
- Highly knowledgeable in voice telephony that integrates and communicates with devices and networks. Understands older public switched telephone networks (PSTN) and current day voice over internet protocol (VoIP/SIP) technology.
- A subject matter expert with contact center technology
- Complete understanding of SDLC management practices and methodologies with emphasis on Agile Scrum development methodology.
- Supports working in an agile and/or waterfall team environment
- PMP Certification
- Willing to provide support and escalation after business hours and weekends as required. **Skills Desired**
- State of Michigan agencies, systems, policies, and standards experience #J-18808-Ljbffr
Job Summary
Full Time
IT Outsourcing & Consulting
$102k-133k (estimate)
07/03/2024
07/31/2024
iodatasphere.com
WEST CHICAGO, IL
<25
1996
WALTER MARKOVIC
<$5M
IT Outsourcing & Consulting
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About IO DATASPHERE INC.
IO Datasphere is a progressive software development and consulting firm focused on helping clients successfully utilize technology to achieve their corporate business objectives. Our expertise is in aligning IT investment with the overall business strategy. We are an approved and qualified vendor on contract to provide software development and IT staff augmentation services for the States of Illinois, Michigan and Wisconsin. We also provide these services to businesses, as well as local and county government in the Midwest and nationwide. We offer a complete range of IT services to meet the bu...siness needs of our clients as noted in the following list. - Project Management - Web Application Development - Database Design & Implementation - Client/Server Application Development - Strategic and Tactical Business Analysis - Business Process Reengineering - Requirements Analysis - IT Architecture and Design - ITIL Based IT Service Management - Content Management & Workflow Systems - IT Staff Augmentation
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