Director IT - Contact Center Solutions


Salary:

DOE

Location:

DOWNERS GROVE, IL

Date Posted:

May 3, 2019

Employment Type:

Contract to Full Time

Job Reference:

01340-0010919031

Staffing Area:

Technology & IT


Description
Robert Half Technology has an immediate need for an IT Director for our client in Downers Grove, IL! With our client, you will have the opportunity to learn and grow as you help hundreds of thousands of students do the same. As the Director of IT Contact Center Solutions, you are responsible for providing organizational vision and leadership required to achieve the Organization?s purpose of helping our students achieve their educational and career goals. You will be a 'hands-on' leader/driver with a strong background in dealing with complex enterprise contact center solutions and issues within both the technical and non-technical realms. The role of the Contact Center Solutions Director includes both tactical and strategic responsibilities.
For immediate consideration, please send your resume to [email protected]


Responsibilities:

-Define a portfolio of change and roadmap for contact center solutions and services.

-Engage and influence business and IT leaders to ensure the portfolio will deliver agreed upon business objectives.

-Engage in strategic planning with business and IT stakeholders to provide direction, guidance or recommendations on technology and architectural considerations.

-Management and administration of contact center solutions.

-Act as the product owner for contact center solutions and own the product vision and roadmap.

-Leverages deep understanding of product engineering, emerging technologies, and technical capabilities to guide and influence stakeholders and teams in developing solutions, build, deployment, testing and ongoing management of contact center solutions and services

-Implement strategic enhancements that result in improved productivity, increased efficiencies, and time-saving processes. ?

-Drive continual product improvements and inform the product roadmap with new ideas based on ongoing user requests, competitive capabilities, and product performance. ?

-Maintain familiarity with other IT system/business application capabilities and scope definition in order to make recommendations about potential upstream/downstream integration or functionality intersection points.
Requirements
Qualifications:

-10+ years of varied experience in contact center solutions and management
?
-Working knowledge of contact center management systems, including Salesforce CRM, cloud-based contact center solutions such as inContact, knowledge base, telephony, workforce management and training. ?

-5 or more years of experience in a leadership capacity, overseeing multiple IT functions, personnel management, business relationships, departmental budgets, vendor and asset management. ?

-Experience leading multiple call center-focused programs and projects simultaneously to drive overall performance improvements. ?

-Experience with 99.99% availability with contact center technologies in a high-volume environment ?

-Experience in the development and management of an annual budget ?
?
-Knowledge around business-driven KPIs, preferably in e-commerce. ?

-Ability to proactively investigate business challenges to provide the best possible solution
Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.


Oakbrook Terrace, IL

2 Mid America Plaza
Suite 1000
Oakbrook Terrace, IL 60181
us
630.368.0316
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