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Contact Center Technology Director
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$115,000 - $140,000 a year
Full-time
- This position is responsible for the overall contact center technology ecosystem including phone & messaging platforms, IVR, call routing, location(s) and configuration of related servers & equipment to support our global operation.
- Key relationships are with Customer Care support teams (Operations, Product Experience, Innovation & Analysis, Learning & Development, Workforce), and Technology (Networking & Development, Info Security)
- Strategy Planning – Oversee and optimize the contact center topology which includes physical location(s) of supporting equipment, network & IVR architecture, call routing, and self-service capabilities.
- Technical Acumen –Capable of bringing strategic plans to life by directly programming IVR, ACD (incl.
- Vendor Management –Manage the performance of contractors (Verizon, Lucency, CenturyLink, etc.)
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