Role: Contact Center Technology Manager
Location : Tempe, AZ
10-14 years' experience as a contact center solution lead designing, architecture, and implementing contact center technology (example: Preferred Genesys, InContact, Five9, 8x8, Fuze etc.).
Work experience with extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc.
Extensive experience in Contact Center Production Operations, Contact Center Technologies and Contact Center strategies.
Understanding of business processes and (digital) transformation and how they relate to customer experience technology
Proven strong leadership, performance management and coaching skills to build a high performing team while defining clear accountability and expectations
Experience with one or multiple telephony and contact center technologies such as Genesys, 8x8, Fuze, Five9, ShoreTel, etc. [Genesys preferred.]
Requires excellent communication skills, analytical ability, strong judgment and management skills, and the ability to work effectively with client and IT management and staff.
Understanding of Agile development methodologies related to contact centers
Strong architecture & systems planning skills
Well versed with omni-channel technologies
Solid understanding of contact center telephony markets, solutions, contact center designs and personalized IVR experience.
Strong business acumen, including domain-specific knowledge of the company and its business units
Strong leadership capability, executing as appropriate in the areas of responsibility
Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management.
Cisco, Architecture, SIP, VoIP,Contact center,call center,NICE,IVR,Genesys,fuze,Call Recording,CTI Integration,Nuance,telephony,ShoreTel,Call Routing,InContact,Five9