GreenSky Administrative Services LLC

Contact Center Technology Manager

Job Location(s) US-GA-Atlanta
Posted Date 1 month ago(9/21/2020 4:50 PM)
Job ID
2020-4393
# of Openings
1
Category
Information Technology

Overview

Greensky seeks to recruit a Contact Center Technology Manager who will report to the VP of Contact Center Technology. He or she will hold responsibility for all operational aspects of running our telephony and contact center technology platforms as well as being the main point of contact for the Operations team regarding work intake, new features and ongoing operational improvement as it relates to IVR and call routing. This includes enterprise-wide contact center technology, telephony and network engineering & infrastructure, 3rd party relationships with key suppliers. The Telecom Operations Manager will ensure that all aspects of GreenSky’s omni channel contact center technology and enterprise telephony activities are planned and executed with modern architecture and operating methodologies that enable high availability, stability, security, speed and scalability. The ideal candidate must have a proven track record of leading teams and managing business critical, customer facing telephony platforms to support Business operations and strategy, delivering measurable results, improving operational stability and performance of telephony systems and creating a high-performing team and culture. The candidate will also have hands-on configuration and deployment experience with Contact Center telephony solutions, allowing him/her to provide guidance to GreenSky’s engineers around implementation best practices.

Duties & Responsibilities

  • Lead a team of Telecom Engineers to manage the corporate and contact center technology infrastructure, including IVR, ACD, Workforce Management tools, SIP connectivity, CTI Integration, Call Recording, Analytics and Remote workers
  • Serve as main point of contact for any GreenSky business unit looking to introduce or improve IVR and related capabilities
  • Build relationships with technical & business leaders and enhance collaboration, information sharing, decision-making, and influence decisions
  • Interface with GreenSky Operations team at all levels to advise on how to best leverage the Contact Center technologies platforms available
  • Dive into the technical details surrounding issue troubleshooting and make system changes to rectify problems if/when needed
  • Play a leading role in Incident Management, Problem Management and Change Management as it relates to the Contact Center and Telephony platforms
  • Manage operational aspects around on-call schedules, regular vendor patching, platform capacity and performance review
  • Manage key 3rd party provider relationships for collaboration, delivery, best practices and SLA management
  • Attract, develop, mentor and nurture talent in the organization to build a high performing team

Required Skills/Qualifications

  • Deep and demonstrable knowledge of telephony and contact center platforms, tools and technologies, in particular Genesys PureConnect (Interactive Intelligence) and Cisco/Broadsoft both on-prem and in the cloud
  • Very good understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers
  • Understanding of business processes and how they relate to customer experience technology
  • Good knowledge of customer service methodologies and best practices for a service organization focusing on contact centers and contact center key metrics
  • 10-15 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions
  • Extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, IVR, Call Routing, WFM, ACD, etc.
  • Good understanding of Database and SQL queries as it relates to retrieving call data
  • Strong architecture & systems planning skills
  • Well versed with omni-channel technologies
  • Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management

 

 PREFERRED EXPERIENCE:

  • Understanding of Agile development methodologies related to contact centers
  • Lead engineering teams to develop and apply reusable artifacts and frameworks, reference architectures, design, development, change management, release management, and QA best practices

 

EDUCATION:

  • Bachelor’s degree in business, information sciences, engineering, or equivalent years of industry experience

 

CRITICAL LEADERSHIP CAPABILITIES:

Driving Results

  • Works to achieve goals while overcoming obstacles and/or planning for contingencies
  • Acts with passion, confidence and conviction in achieving goals and reaching targets
  • Creates a level of expectation around quality that sets the standard for the organization and industry. Checks the work of self and others against those quality standards
  • Reviews performance and progress on a regular basis to ensure the team is achieving results and is mentored or developed in areas that are challenging
  • Tests to see if goals are meaningful and sufficiently challenging and is able to quickly detect and provide corrective action for deviations

 

Strategic Thinking

  • Explains specifically how changes in the technology landscape, business and operations team priorities may affect the team immediately and going forward
  • Translates broad operations strategies into clear, specific objectives and plans for the organization as well as specific individuals on the team
  • Creates plans that address specific initiatives and outlines new opportunities; is easily able to contrast the current state with a desired future state architecture

 

Collaborating and Influencing

  • Negotiates with a genuine give-and-take approach, acting as a true partner and sharing in decisions and outcomes
  • Spends time identifying all stakeholders and meets or connects with each of them, is engaging with all parties to shape a collective consensus
  • Identifies opportunities to build relationships that will help others achieve their objectives and reaches out to those people to connect the dots and create new opportunities for shared success

 

GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

 

 

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