Contact Center Technology Director-Hybrid

Overview

On Site
USD200,000 - USD200,000
Full Time

Skills

Call center
Messaging
Artificial intelligence
Metrics
KPI
Exceed
Identity management
Evaluation
Management
Regulatory Compliance
IT governance
Policies
High availability
Collaboration
Dynamics
Data
Customer experience
Know your customer
Fraud
Genesys
Cloud computing
Microsoft Dynamics
Customer relationship management (CRM)
Data integration
Leadership
Mentorship

Job Details

Director, Contact Center Technology

We have an immediate need for a Director, Contact Center Technology to join a financial services company for a direct hire position. This role will oversee a contact center technology ecosystem that includes Genesys Cloud CCaaS and Dynamics365 CRM.

Location: Hybrid, 4 days onsite in Phoenix, AZ

This job expects to pay about $200,000-240,000 plus benefits

What You Will Do:


  • Develop and implement a strategic vision for the Customer Contact and Call Center Technology organization.
  • Build and maintain a stable and scalable technology platform including voice, messaging, chat, SMS, and self-service/AI channels.
  • Own the relationships with our Contact Center technology vendors and partners.
  • Analyze metrics on platform/system performance as well as feedback from the business to ensure KPIs meet or exceed targets.
  • Own user management processes, including license requirements for contact center technologies.
  • Lead the evaluation and integration of vendor packages focused on enhancing customer experience by increasing agent engagement and empowerment.
  • Manage compliance with all IT governance standards through approved tools, templates, policies, procedures, and processes.
  • Have hands-on experience administering large-scale, high-availability systems and the tools to monitor performance and availability.
  • Collaborate with CRM teams and leverage CRM systems, with preferred experience in Dynamics 365, to integrate data and streamline customer contact strategies, optimizing CRM data integration patterns to enhance the customer experience.

What Gets You The Job:


  • Bachelor s degree strongly preferred.
  • Minimum 10 years of experience in a contact center technology role.
  • Demonstrable experience with Know Your Customer processes and fraud prevention strategies.
  • Experience with Genesys Cloud CCaaS.
  • Experience in CRM systems, especially Microsoft Dynamics 365, with knowledge of CRM data integration patterns.
  • Strong troubleshooting skills across multiple platforms.
  • Experience building, leading, and mentoring a team.

Please send your resume to Hannah Xu, Senior Technical Recruiter for immediate consideration

Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders bringing you opportunity coupled with personal growth, and professional development! Join us. Let us catapult your career!

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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