This position is a contributing role in the application management of our Contact Center initiatives. The individual in this role will contribute to the governance, communication, design, build and maintenance of our Contact Center as a Service (CCaaS) initiatives to ensure our business gets the most value out of our products. Liaising with IT and Business counterparts to inform and partner on our enterprise strategy and manage application sustainment, enhancement, and/or new development.
Reporting to the Lead IT Director, Contact Center Technology, this position is critical in supporting the development and implementation of the overall Contact Center strategy while strategic business initiatives are met. This role will also involve working with technical staff, including being the first point of escalation, prioritizing, and managing assignments from the product backlog.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
6+ years of overall IT product experience.
2+ years of managing Contact Center / CCaaS technology deployments.
2+ years of product owner type roles which involves governance, management, and driving alignment on CCaaS initiatives.
2+ years of experience managing best practices for all aspects of Contact Center (WFM, QM, Reporting, Routing) for chat, voice, and other channels.
2+ years of experience in modern Software Development and Architecture.
2+ years of experience enhancing the user experience for contact center agents.
2+ years of experience working in an Agile team.
Bachelor's degree in computer science, Information Systems, or related field.
Program/Project Management or Scrum Master experience with strong skillset in communications, tracking, reporting, risk management, and negotiation skills
UX experience
Knowledge of Workforce Management Solutions (NICE IEX, Verint WFM, Aspect WFM)
Knowledge of Quality Management Solutions
Knowledge of CCaaS solutions
Contact Center operations experience
Salesforce CRM experience
Prior hands-on software development experience in modern technologies
Proven ability to work in a fast-paced and dynamic delivery environment with versatility to manage multiple projects, priorities, and urgent issues successfully and simultaneously.
Customer obsessed. Experience influencing and consulting while solving business processes and / or technical problems to meet our business where they are.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.