DESCRIPTION

Leads the more complex Enterprise Contact Center products projects to completion, working with Business Analysts and Business System Analysts to break down work into agile methodology and to ensure all expectations are met. Monitors product to provide transparency to Business and IT leadership on project status and any issues. Leverages existing technology and processes to drive efficiency and increase production. Mentors junior level colleagues as necessary.

BASIC QUALIFICATIONS:

• Bachelors degree
• 5 years’ experience driving efficiencies and/or revenue

PREFERRED QUALIFICATIONS:

• Excellent customer management skills.
• Must be willing to provide consultative direction to business leaders.
• Must be able to apply critical thought to understand business problems and recommend processes and/or technology solutions.
• Must be self-driven with a “ownership” mindset. Must be able to quickly learn new application functionality.
• Proficient in Microsoft Office: PowerPoint, Excel, Word, Visio, Teams, SharePoint
• Comfortable communicating with all levels of management
• Able to quickly produce presentations which communicate strategy and value to various levels of leadership. Well organized, with data and visual aids.
• Must be able to meet deadlines and produce deliverables provided by management
• Must have an innate desire to produce good and useful work which manifest as complete ownership of their business.
• Comfortable cultivating relationships with IT and business partners.
• Ability to partner with business groups, understand their problem and articulate it back to IT delivery channels.
• Ability to relate to the mind of the consumer.
• Must be sensitive and willing to work with business partners in a manner which recognizes and respects staffing capacities, schedules, and political pressures.
• Must be willing to attend on-site meetings on occasions.
• Ability to work with architect and product group manager to set overarching direction and road map for business processes and the contact center platform.
• Ability to manage a large and complex number of products and services across multiple lines of business.
• Ability to produce a request for proposal, score offerings and show business value.
• Be subject matter expert for the Verint Workforce Optimization suite.
• Must understand practices for speech analytics, workforce management, agent performance management, quality management
• Previous Verint experience is a plus
• Previous IVR and call routing experience a plus.
  Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)
  Yes

Please refer the Job description for details