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Lead Contact Center/ Multi-Channel Advisor – Financial SystemsLocation: Texas (Relocation assistance available ) Position ID: AXG-1288-7332 Position Type: Full Time Percentage of Travel: Less than 25% PURPOSE OF POSITION JOB DUTIES • Provides technical expertise in analyzing, designing, developing, testing, and implementing multichannel contact routing design solutions ensuring compatibility with existing plans and adjunct systems. Provides technical direction in highly complex, operational emergencies and recoveries. Develops strategic external and internal network routing plans and designs for inbound and outbound voice, web chat and collaboration and blended multichannel. • Applies Voice User Interface (VUI) and speech recognition best practices in the design of IVR applications. Conducts usability tests using Wizard of Oz (WOZ) prototypes and incorporates usability and usage data to refine design. • Advises senior management on project-related issues. • Serves as the primary resource for cross-functional team members on nonstandard or unique escalated issues. MINIMUM REQUIREMENTS • Bachelors degree in related field (or equivalent work experience). • 8+ years relevant Voice design or systems experience. • 2+ years relevant Financial Services experience. • 1+ year demonstrated leadership experience. • Advanced knowledge of Voice technology platforms, applications and standards. • Advanced knowledge of design concepts. PREFERRED BACKGROUND • Extensive experience with contact center and multi-channel solutions in a variety of industries with specific knowledge and experience in identifying, analyzing, and applying business requirements to contact center applications. • In-depth industry knowledge and expertise deploying multi-channel solutions such as Cisco ICM, Avaya ACD, speech enabled IVR, contact blending, video, workforce management, and quality/ recording applications. • Extensive experience developing contact center business strategies: multi-channel routing, contact blending, applying unified communication capabilities to the contact center, and remote work programs. • Experience with proactively monitoring and communicating new features and services to internal stakeholders and leadership team; work with stakeholders and project team to prioritize collected requirements. • Strong analytical and product management skills including a thorough understanding of how to interpret customer business needs and translate them into business requirements specifications in both technical and user-friendly language. • Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards. • Experience identifying and establishing scope and parameters of requirements analysis in order to define impact, outcome criteria, and measure-taking actions. • Ability to create process models, specifications, diagrams, and charts to provide direction to developers and/or the project team. • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of business and IT executives and subject matter experts. • Ability to present complex ideas in a concise and objective manner. • Effective organizational, prioritization, and time management skills and multi-tasking ability. • Experience operating in a fast-paced, deadline-driven environment. • Attentive to detail, producing consistent, high quality, and reliable work with excellent planning, analytical, and time management skills. • Ability to remain flexible, work independently and prioritize tasks. Please refer to Position ID: AXG-1288-7332 Contact:
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