This job has expired, please see additional jobs below
Director, Next Generation Contact Center Operations
Fidelity Investments
Merrimack, NH, United States
Job Details - this job has expired, please see similar jobs below
The Next Generation Contact Center Operations team within EI Production Services organization is looking for a highly motivated leader with expertise in engineering and production support. As the Director of NGCC Operations you will be responsible for managing and leading application and platform reliability and production support for the Genesys integration and NICE recording systems.
You will manage a team of onshore and offshore engineers and coach and mentor support teams. We would like our managers to have a deep technical depth and a strong business understanding.
Role is based in Merrimack, NH or Westlake, TX.
The Expertise We’re Looking For
• 15+ years of experience in software development and technology management
• Expertise with Agile (Scrum, Kanban) delivery and software design, development, test and operational automation
• Familiar with data communication protocols
• Familiar with security protocols and best practices
• Experience with eServices & mobile development a plus
• Genesys Contact Center product familiarity is a plus
• Excellent communication and presentation skills
• Strong problem solving and analytical skills
• Experience supporting 24/7, continuous availability production environments
• Deep understanding of software architecture to help empower software developers and engineers to build platforms with greater resiliency and fault tolerance in mind
The Skills You Bring
• Strong leadership and organizational skills
• Familiar with data communication protocols
• Familiar with security protocols and best practices
• Experience with eServices & mobile development a plus
• Genesys Contact Center product familiarity is a plus
• Knowledge of SQL, and non-relational (NoSQL) databases
• Knowledge of networking, firewalls & load balancers.
• Knowledge of best practices for IT operations in an always-on, always-available service model
• Great communication, collaboration and interpersonal skills
• Ability to work across teams to continuously analyze system performance in production, troubleshoot consumer reported issues, and proactively identify areas in need of optimization.
• An ability to drive change in a creative and collaborative manner with business and technical partners
• Ability to perform as Crisis Manager for major incidents
• Degree in Computer Science preferred
The Value You Deliver
• You will help in developing and executing operational stability practices supporting the Associate Experience within the Call Centers and Investment Centers
• Developing strategies and tools to quickly remediate operational problems
• You will work closely with business and technology teams to help increase speed of delivery, improve quality of code, improve production stability and availability
• Improve monitoring & telemetry of applications, platforms and service interdependences allowing Service Desk and Support teams to be proactive vs reactive
• You will leverage KPIs to help improve the speed of deliver and quality to production, auto remediation, MTTR and closure of issue at first response
• Help lead support teams through incident management and crisis management
How Your Work Impacts the Organization
In this role you will have an opportunity to transform our current support model and align our teams better with other technical teams in our ecosystem. You will also play a significant role continuously looking for ways to optimize and improve the quality of code delivered, continuously improve testing efforts and improve upon operational automation, monitoring & telemetry.
Company Overview
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. For information about working at Fidelity, visit FidelityCareers.com.
Fidelity Investments is an equal opportunity employer.