What are the responsibilities and job description for the Director position at Visa?
The Client Care Digital & AI Services organization in Visa Client Services enables world‑class client care through scalable digital platforms and AI that improve client experience at scale, agent productivity and effectiveness as well as lower cost to serve with measurable value.
The Director, Contact Center Platform within the Client Care Digital & AI Services organization leads the delivery of Voice and Chat solutions and the related Digital & AI capabilities for CS Client Care Transformation initiative, manages product development for Contact Center platform and acts as an SME providing Contact Center solutions expertise to deliver Visa’s world-class client servicing experiences. The Director, Contact Center Platform facilitates cross-functional communication, stakeholder engagement and execution risks/dependencies management to enable effective deployment and continuous improvement of Voice and the related Digital & AI servicing capabilities.
Responsibilities:
The Director, Contact Center Platform leads product development for Genesys Cloud Voice & Chat out-of-the box platform solutions within CS Client Care as well as the related Digital & AI solutions in support of CS Client Care Transformation initiative
Define product roadmap and requirements based on Client Care servicing lines of business strategy
Manage, groom, plan and execute a steady product backlog in a very fast-pace, agile environment per critical business objectives
Oversee the definitions of detailed epics, well-formed features, user stories and acceptance criteria
Participate in Agile methodologies like sprint planning, daily scrums, product demos, test phases, retrospectives to ensure on time high quality delivery
Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients
Solution and collaborate cross-functionally with Technology, Client Care Operations and Client Care lines of business on deployment milestones and delivery
Review and approve development work completed by the Technology team
Manage post-release metrics and gather operations teams feedback, insights and enhancements
Track, measure and report the resulting value & benefit realization
Communicate delivery progress, dependencies, risks and opportunities across program stakeholders
Engage with Voice / Call Center technology partner to secure best-in-class advanced Voice solution deployments
Lead the team of product managers to ensure on target execution of deployments across the Contact Center platform
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.