Requisition Title: Director, IT Architecture and Launch (02QHE)
Under guidance of the Vice President, Global IT, the Director of IT Architecture and Launch supports the VP IT, ITPM, Sales, GPMO, Operations and Finance teams in developing technology costing and implementing solutions for new and existing clients. Provides oversight of IT teams for Percepta, TTEC, and client launch and support services. Having a thorough understanding of best in class customer experience center technologies from requirements gathering through project launch of customer experience program. The Director of IT Architecture and Launch will participate and potentially lead, internal and external customer experience center presentations to C level personnel, technologists, and business partners. Conduct assessments evaluating clients’ technical environment and designs, finds creative solution recommendations to improve technical capabilities that generate revenue and enhance customer experience. The director will coordinate the technology inputs to the Finance Pricing and budget team.
A positive attitude and a sense of ownership to take projects to completion and a thorough understanding of costing and customer experience center technologies is required. The Director of IT Architecture and Launch is responsible for building and maintaining the technical library utilized in proposals to potential and existing clients.
Duties and Responsibilities
•Oversight ofall technology projects and required support resources to ensure thesuccessful costing and implementation solutions for new and existingclients
•Developshort-and/or long-range IT program plans consistent with the informationneeds and priorities of the functional group
•Participationand development of internal and external center presentations to C levelpersonnel, technologists and business partners
•Conductassessments evaluating clients’ technical environment and designs,strategically develops creative solution recommendations to improve technicalcapabilities that generate revenue and enhance customer experience
•Coordinationof technology inputs to the Finance pricing and budget team ensuringproper costing for Percepta and the client.
•Internal andexternal stakeholder management and enterprise relationship building insupport of our technology deployment and development.
•Creating andmaintaining a technical library for utilization in proposals for existingand potential new business clients.
•Provideongoing oversight and manage technology enhancements pre and post launchensuring current and future modifications comply with the companytechnology standards.
•Provideconsultation and support regarding technology solutions.
•Reports thestatus of programs and support activities to executive and seniormanagement.
•SpecialProjects at the discretion of the Vice President, Global IT.
•UniversityDegree in Computer Science or equivalent and relevant industry experience
•ProjectManagement Professional (PMP)
•15+ years’ experience in Customer Contact Center Technologies including omni channelpremise and cloud platforms, CTI, workforce management, qualitymonitoring, reporting, security, data analytics, and CRM, ProjectManagement and Information Technology management including participationin multiple IT programs or system implementations
•Demonstratedstrong decision making and leadership skills managing teams
•Advanced competency in allknowledge areas defined by the Project Management Institute
•Strong technical knowledge toenable communications with all technical teams
•Ability to design customizedcontact center solutions independently and in coordination with Percepta,TTEC, and Client IT teams
•In depth knowledge ofnetworks, applications, voice and data Sessions Initiation Protocol (SIP)connectivity, assessment, and analysis
•Strong troubleshooting andproblem solving skills
•Implementation, softwaredevelopment, and process improvement project experience
•Excellent oral, written andinterpersonal communication skills
•Excellentorganization/prioritization skills to manage multiple, concurrent,complex, global engagements
•Ability to structure theconversation and convey technical information based on the target audience
•Strong proficiency with MSOffice Suite and Visio