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Telephony Global Process Owner - Customer Service
Bose Corporation
Stow, MA, United States
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Bose Corporation is seeking an experienced candidate with a specialty in telephony systems and processes to serve as our Telephony Global Process Owner (GPO) for our Customer Service organization. The ideal candidate will encompass and apply advanced technical competencies, business strategy development and execution, project management, vendor relationship management, and a customer-centric approach. Experience in a globally diverse business and technology landscape is imperative.
Global Intelligent Call Management
Drive the capability to achieve the desired guided customer experience by leveraging intelligent contact management technology. Master the current state globally and establish the ideal future state. Implement and adapt the technology and methods to the meet the needs of a dynamic and complex contact center environment.
Operations
Administer select functions of telephony systems as part of standard work, maintaining user/business configuration items such as skills, queues, holiday/schedule management, and situational modifications. Establish clear lines of Business vs IT responsibilities for Administration. Partner with our IT organization and contact centers to ensure operational excellence in our contact handling capabilities. As the key Subject Matter Expert (SME) and Global Process Owner (GPO), manage change and govern requests or enhancements. Drive alignment across our landscape and practices, while adapting to local or unique situations when necessary.
User knowledge/network
Educate and enable a global network of users to handle aspects of daily contact center management. Provide consultation and assistance as the SME and escalation point for user inquiries. Ensure user reference documentation is correct and accurate. Contribute to the onboarding process for new contact center support users of telephony platforms.
Strategy
Partner with our IT organization to develop the global footprint/framework necessary to execute business plans for growth, sustainability, and agility. Establish the boundaries and methods of how we govern vendor-managed platforms with a focus on consistency and transparency. Integrate non-traditional contact methods into our telephony environment by partnering with our Digital management team and technology suppliers. Serve as a key project resource for ramp-up/ramp-down of contact centers. Lead project workstreams related to contact handling systems implementation or enhancements.
Qualifications
• BS in a related technology field or equivalent education level with 7+ years of relevant experience
• Experience administering Avaya AACC and other Avaya platforms required, familiarity with industry platforms (Cisco, Genesys) preferred
• Experience in contact center consolidation or ramp up/down
• Strong background in contact center IT infrastructure
• Experience in a Customer Service environment
• Global experience aligning technologies and processes
Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics.
Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to Wellbeing@bose.com and let us know the nature of your request and your contact information.