BETSOL is seeking to support its Contact Center as a Service (CCaaS) initiatives by ensuring optimal value delivery across the business through effective governance, communication, design, build, and ongoing maintenance of contact center applications.
Requirements
- 3+ years of managing contact center technology deployments.
- 3+ years of demonstrated experience managing best practices for all aspects of Contact Center (Five9, WFM, QM, Reporting, Routing) for chat, voice, and other channels.
- 2+ years of Product Owner-type roles which involve governance, management, and driving alignment on CCaaS initiatives.
- 2+ years of experience working in an Agile team.
- 2+ years of experience in modern software development environments.
- 2+ years of experience enhancing the user experience for contact center agents.
- Prior hands-on software development experience in modern technologies
Responsibilities
- Lead technical governance, delivery, maintenance, enhancements, and other responsibilities for all contact center products including routing, workforce management, quality management, and reporting.
- Achieve technical alignment for product features and enhancements.
- Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management in collaboration with contact center engineering and business counterparts.
- Ensure the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
- Contribute to the enterprise strategy for contact center and lead execution of enhancements and projects.
- Lead vendors and engineers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology.
- Liaise with the contact center engineering team to coordinate all production migrations, governance on shared architecture, and general collaboration where needed.
Other
- Strong communication and organizational skills are essential to navigate cross-functional environments and drive alignment across teams.
- The ideal candidate is a self-starter who thrives in a fast-paced setting and can manage multiple priorities with minimal supervision.
- A commitment to detail and structured execution is vital, along with the ability to develop a deep understanding of existing contact center business models and processes.
- This role requires creativity and efficiency in implementing change events to ensure successful user adoption and long-term success of our contact center solutions.
- Demonstrated ability to thrive in a fast-paced, dynamic environment while effectively managing multiple projects, shifting priorities, and urgent issues with minimal oversight.
- Proven confidence in independently resolving complex customer or internal challenges, with sound judgment in escalating risks and proactively informing relevant stakeholders.
- Experience working in healthcare, ideally large organizations.
- Program/Project Management or Scrum Master experience with a strong skillset in communications, tracking, reporting, risk management, and negotiation skills
- Customer obsessed. Experience influencing and consulting while solving business processes and/or technical problems to meet our business where they are.
