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Director, Contact Center Technology
Priceline
Norwalk, CT, United States
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Job Description
Director, Contact Center Technology
Norwalk,CT
Priceline is looking for a highly motivated and positive individual to own our contact center technology strategy and associated vendor relationships.
The Director, Contact Center Technology reports directly to the Sr, Director, Contact Centers.
This position is responsible for the overall contact center technology ecosystem including phone & messaging platforms, IVR, call routing, location(s) and configuration of related servers & equipment to support our global operation. This individual must monitor system uptime and resolve interruptions or service degradations quickly to mitigate impact to our customer operation. The incumbent will exercise a lot of freedom in defining and executing against our contact center technology strategy to ensure Priceline is positioned for scalability and reliability.
Key relationships are with Customer Care support teams (Partner Managers, Product Experience, Innovation & Analysis, Learning & Development, Workforce), and Technology (Networking & Development).
Key Responsibilities:
• Vendor Management – Manage the performance of contractors (Verizon, AT&T, CenturyLink, etc.), contact center technology vendors (Avaya, LivePerson, Verint, etc.), and work effectively with functional counterparts at each of our business outsource partners. Ensures the compliance of architecture design and implementations.
• Fortify & Optimize – Maintain a stable technology platform incl. voice, messaging, and email channels that facilitate customer interactions and agent transaction processing. Seek opportunities to secure/harden the contact center infrastructure and improve the proactive monitoring of critical components. Ensure the quality of Contact Center service in terms of stability, performance, and cost effectiveness. Participates in in technology testing, evaluation and selection of contact center products, equipment, vendors, and services.
• Strategy Planning – Oversee and optimize the contact center topology which includes physical location(s) of supporting equipment, network & IVR architecture, call routing, and self-service capabilities.
• Analytics – Analyze metrics on platform/system performance and be accountable for meeting uptime requirements. Continually review and make recommendations to the business on ways technology can be leveraged to improve the customer experience and/or maximize operational efficiency.
• Incident Management - Lead efforts related to service restoration and root cause analysis. Work through outsource partner counterparts to remedy service degradations and ensure proper preventive measures are put in place as needed anywhere within the ecosystem.
Competencies:
• Detail-oriented
• Technical Learning
• Communication
• Analytics
• Relationship Building
• Problem Solving
• Elevated Decision Making
• Innovation and Continuous Improvement
Qualifications:
• 10+ years of experience
• 5+ years in a management position related to IT
• Extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc.
• Excellent understanding of voice and data networking
• Design and implement voice and data network architecture
• Prior call center operations experience is preferred
• Previous experience in the travel / hospitality industry considered an asset
• Project Management / Six Sigma experience considered an asset
• Effectively communicate with individuals at all levels internally and externally
• Solid analytical skills which result in sound decisions, solutions and recommendations
• Must possess excellent customer service, follow up and organizational skills
• Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
• Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary