What are the responsibilities and job description for the Director Technology, Contact Center position at Client Resources, Inc.?
We are looking for an exceptional technology leader with an intense passion for building, leading and aligning teams that deliver results in a fast-paced and cross-functional environment.
The Director of Delivery Management is responsible and accountable for how our technology solutions are delivered and supported. They provide thought leadership, coaching and direction for all assigned staff and establish/enforce standards and best practices for the technologies and applications their teams develop and support.
Duties Include
The Director of Delivery Management is responsible and accountable for how our technology solutions are delivered and supported. They provide thought leadership, coaching and direction for all assigned staff and establish/enforce standards and best practices for the technologies and applications their teams develop and support.
Duties Include
- Lead, manage and grow assigned team of technology resources supporting Service and Contact Center modernization and support
- Enable federated support and development of the contact center platform
- Collaborate with leaders across IT and the Business to develop strategies that are aligned to our Strategic Imperatives
- Define roadmaps for applications and technical functions, which includes application ownership and, in some cases, leading Centers of Excellence (COE)Be on top of the latest and greatest technologies, tools, methodologies, and frameworks for software engineering and engineering management
- Collaborate and partner with aligned business leaders to manage portfolios of work
- Act as technical lead and escalation point for technical teams, internal/external customers, and vendors
- Continually improve teams through attracting, retaining, developing, & organizing our talent and capabilities
- Actively manage costs, to include forecasts, projections and support of the overall IT budgeting process
- Manage the operational and strategic relationships with multiple vendors
- Available for 24 x7 support
- Bachelors' degree or equivalent work experience
- Desire and energy to work in a fast-paced environment
- Experience with agile methodologies
- Passion towards coaching individuals to help meet both individual and team needs
- Minimum of 5 years of experience with managing people
- Minimum of 5 years of experience with Contact Center and/or Customer Servicing technology
- Experience with financial forecasting and budgeting practices
- Experience with NICE cloud contact center solutions preferred
- Experience with Salesforce preferred