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Senior Director, Technology- Customer Care
Comcast
Englewood, CO, United States
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SUMMARY
Responsible for contact center desktop tools technology strategy and delivery. Fundamentally, this role is tasked with ensuring that our live agent interactions are supported by world-class, intuitive, smart, integrated, and easy to use tools that can adapt with our operating model, as products, technology and automation continue to evolve the ecosystem. Scope includes, but is not limited to, efforts across Inbound Sales, Loyalty, Billing and Repair for both internal and third party call center operations, as well as voice, chat, and other contact channels.
CORE RESPONSIBILITIES
• Drive the design and implementation of critical customer service channel platforms (e.g. Chat, Virtual Assistant, SMS)
• Identify specific use cases, appropriate technology and integration, to support a Virtual Assistant on the agents desktop
• Evaluate customer authentication policies and identify alternate technologies to improve the customer experience (e.g, KBA, Voice Bio-Metrics)
• Support the development of Interactive Troubleshooting Guides (ITG's) with the full capabilities of Oracle Knowledge Management Answerflow
• Drive the requirements, design, development and implementation of a next generation agent troubleshooting and recommendation application using Business Process Management principals
• Explore Artificial Intelligence and Machine Learning capabilities that can be applied to critical support tools
• Lead detailed business requirement review sessions and creation of epics/user stories
• Create technical and business solutions architectures (logical and physical)
• Evaluate tools for use case fit, perform vendor evaluations, and present recommendations
• Align all stakeholders on technology strategy, business priorities and approach in order to ensure effective and efficient development
• Oversight for all next generation R&D, proof of concept trials, and any other future looking development and strategy work
• Leverage extensive experience in Agile to deliver new capabilities in a timely manner
• Build user feedback and the user experience into every aspect of our solutions, in a transparent way that makes it easy for users to follow ideas from inception to deployment.
• Foster a positive working environment of empowerment, inclusion, and objectivity all while striving to deliver solutions that benefit the entire company
• Sets appropriate team goals, consistent with function and overall Cable Goals, and has processes and procedures in place to track progress, and ultimately achieve those goals.
• Provides direction and guidance necessary to assure the efficient and cost-effective operation within approved operating and capital budgets for the areas of responsibility under this position.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
QUALIFICATIONS
-Master's Degree or equivalent work experience
-Generally requires 12 plus years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer