Director Technology, Contact Center
Client Resources, Inc. · Omaha, NE · 2 wk ago
Information TechnologyFull-time
Duties
- Lead, manage and grow assigned team of technology resources supporting Service and Contact Center modernization and support
- Enable federated support and development of the contact center platform
- Collaborate with leaders across IT and the Business to develop strategies that are aligned to our Strategic Imperatives
- Define roadmaps for applications and technical functions, which includes application ownership and, in some cases, leading Centers of Excellence (COE)
- Collaborate and partner with aligned business leaders to manage portfolios of work
- Act as technical lead and escalation point for technical teams, internal/external customers, and vendors
- Continually improve teams through attracting, retaining, developing, & organizing our talent and capabilities
- Actively manage costs, to include forecasts, projections and support of the overall IT budgeting process
- Manage the operational and strategic relationships with multiple vendors
- Available for 24 x7 support
Job Qualifications
- Bachelors' degree or equivalent work experience
- Desire and energy to work in a fast-paced environment
- Experience with agile methodologies
- Passion towards coaching individuals to help meet both individual and team needs
- Minimum of 5 years of experience with managing people
- Minimum of 5 years of experience with Contact Center and/or Customer Servicing technology
- Experience with financial forecasting and budgeting practices
- Experience with NICE cloud contact center solutions preferred
- Experience with Salesforce preferred