BETSOL

Compensation

Full Description

Job Description: • Lead technical governance, delivery, maintenance, enhancements, and other responsibilities for all contact center products including routing, workforce management, quality management, and reporting. • Achieve technical alignment for product features and enhancements. • Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management in collaboration with contact center engineering and business counterparts. • Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture. • Ensure the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business. • Contribute to the enterprise strategy for contact center and lead execution of enhancements and projects. • Lead vendors and engineers to support the sustainment of the product along with managing releases and regular business requests utilizing Agile methodologies. • Liaise with the contact center engineering team to coordinate all production migrations, governance on shared architecture, and general collaboration where needed. • Manage the communication of the priorities to stakeholders in a proactive manner. • Stay up to date on emerging contact center technology. Requirements: • 3+ years of managing contact center technology deployments • 3+ years of demonstrated experience managing best practices for all aspects of Contact Center (such as Five9, Avaya, Genesys, Cisco, Verint, Nice, WFM, QM, Reporting, Routing) for chat, voice, and other channels. • 2+ years of Product Owner-type roles which involve governance, management, and driving alignment on CCaaS initiatives. • 2+ years of experience working in an Agile team. • 2+ years of experience in modern software development environments. • 2+ years of experience enhancing the user experience for contact center agents. • Demonstrated ability to thrive in a fast-paced, dynamic environment while effectively managing multiple projects, shifting priorities, and urgent issues with minimal oversight. • Proven confidence in independently resolving complex customer or internal challenges, with sound judgment in escalating risks and proactively informing relevant stakeholders. Benefits: