The company is looking to improve its Enterprise Contact Center products by driving efficiency and increasing production through better project management and leveraging existing technology. They need someone to lead complex projects, provide transparency on status and issues, and mentor junior colleagues.
Requirements
- Must understand practices for speech analytics, workforce management, agent performance management, quality management
- Previous Verint experience is a plus
- Previous IVR and call routing experience a plus
Responsibilities
- Leads the more complex Enterprise Contact Center products projects to completion
- working with Business Analysts and Business System Analysts to break down work into agile methodology
- Monitors product to provide transparency to Business and IT leadership on project status and any issues
- Leverages existing technology and processes to drive efficiency and increase production
- Ability to work with architect and product group manager to set overarching direction and road map for business processes and the contact center platform
- Ability to produce a request for proposal, score offerings and show business value
- Be subject matter expert for the Verint Workforce Optimization suite
Other
- Mentors junior level colleagues as necessary
- Excellent customer management skills
- Must be willing to provide consultative direction to business leaders
- Must be able to apply critical thought to understand business problems and recommend processes and/or technology solutions
- Must be self-driven with a “ownership” mindset
