Contact Center Transformation - Manager
The Opportunity
As a Contact Center Transformation Manager, you will lead the charge in revolutionizing client interactions through innovative software and product solutions. Within our Commercial & Service Excellence practice, you will be at the forefront of transforming contact center technology, driving user interaction engineering to enhance client support experiences. Your role will involve leveraging data, analytics, and AI to create impactful solutions that meet evolving client needs.
Responsibilities
Leading contact center transformation initiatives and managing client expectations
Guiding teams in the strategic planning and execution of user interaction engineering projects
Utilizing AngularJS, React, and Vue.js frameworks to enhance user interface design and development
Conducting discovery sessions to gather functional requirements and create mock-ups
Developing and customizing product designs to improve customer experience and service excellence
Promoting digital accessibility and human-centered design principles across projects
Building and maintaining relationships with stakeholders to identify and address user experience challenges
Oversight of usability testing and user research to inform design decisions and optimize workflow development
Validating data integrity and compliance within user interface frameworks
Identifying opportunities for innovation and embracing change to drive continuous improvement in contact center technology solutions
What You Must Have
At least a Bachelor's degree
At least 5 years of experience
What Sets You Apart
Utilizing AngularJS and React for dynamic UI development
Designing user interfaces with Figma and HTML5
Conducting usability testing and user experience research
Developing customer experience strategies and insights
Embracing change and fostering innovation in projects
Mentoring teams in human-centered design principles
Analyzing industry trends to enhance service excellence