Job description

Partner with business owners to align on the overall contact center product vision and critical features needed to deliver an amazing customer experience both for internal users and customers that we serve.

· Create user stories and requirements documentation for use by product development, data engineering, quality assurance, validation and business intelligence teams to build new offerings and to ensure production offerings maintain alignment with Ashfield Engage’s overall strategy and technical architecture.

· Ensure viability of requirements through upfront data analysis and understanding of business models and processes.

· Drive on-going prioritization of projects and features, trade-off discussions and communication of timelines and status to all partners.

· Develop short and long-term roadmaps that deliver maximum value with minimum risk and assume ongoing iteration.

· Develop deep understanding of contact center products and other related partner systems and align on our product to incorporate our partners latest features and functions into our offerings.

· Assess new features against a buy, build or partner/license model and provide recommendations on appropriate implementation plans.

· Assist in developing and maintaining pricing models to ensure our offerings achieve desired margin, are competitive in the market and are easy to understand.

• Assist and own Contact Center KPIs related to the delivery and quality of Digital Services to the business
• Develop methods of how to measure Digital delivery and quality
• Provide weekly program delivery reviews with the Digital group and the business.
• Be an advocate and help ensure that the business understands the value the Digital org is delivering
• Work with the PMO office to understand business projects ongoing and escalating any possible delays real or perceived being caused by Digital teams

Required:

• 7 year experience in IT service delivery or customer service management
• Knowledge of contact center type of services
• Very strong written and verbal communication skills
• Ability to represent the organization in business executive level meetings
• Can work independently, with minimal supervision
• Ability to develop meaning reports based on KPIs

Job Type: Full-time

Pay: $95,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Contact Center Telephony: 5 years (Required)
• Measuring Contact Center KPI: 5 years (Required)

Work Location: Remote

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