Job Description :
Roles Responsibilities
-Provides leadership to a talented group of engineers to deliver innovative, high quality products on a foundation of architectural and engineering excellence.
- Maintain a strong culture of innovation, creativity, and fun
- Communicate and translate vision/strategy to co-workers. Responsible for executing on functional and business goals for assigned projects.
- Responsible for meeting budgetary goals and objectives.
- Must be a strong technical decision maker.
- Responsible for solving highly technical and complex problems for several programs and projects
- Passionate about the customer experience, and ensure every visit is a great experience
- Cultivate strong collaborative environment internal and external departments.
- Responsible for ensuring strong operational standards and documentation
- Responsible for building strong vendor relationships
- Develops complex solutions to business problems or customer engagements through in-depth analysis, coordination and negotiation with key decision makers.
- Uses experience, innovation and judgment to make decisions that may be based on partial information.
- Considers Dell-wide implications of decisions and recommendations.
- Adapts and integrates own experience with Dell-wide strategy.
- Analyzes and forecasts business and market trends.
- Organizational expert within defined subject area.
- Integrates deep subject matter expertise with: - Industry experience. - In-depth knowledge of professional standards and trends within area of expertise. Relevant related disciplines. - Business goals and strategy.
- Understands impact of emerging business trends and their implications for Dell and its customers.
- Develops innovative solutions to problems without precedent. - Invents new products and processes to achieve strategic business objectives.
- Decisions are strategic in nature, have long-term consequence, and tend to relate to business strategy, financial performance and effective resource utilization.
- Guided by business plans and strategy. - Executes goals and strategy within area of responsibility. - Contributes to strategic decisions affecting the discipline.
- Initiates new or revised departmental procedures, programs and initiatives.
- Assesses and determines priorities within area of expertise.
- Structures and implements changes within the context of established strategy.
- Plans implementation of major change efforts.
- Leads large scale, global programs that contribute to the corporation’s success
- Contributes to business results through quality of results, advice and decisions.
- Develops standards around which others will operate.
- Designs and develops global processes, systems and/or applications.
- Contributes to Dell thought leadership.
-Influences a broad spectrum of stakeholders toward achieving business goals.
-Builds consensus.
- Ensures understanding of technical matters by non-technical, executive decision makers.
- Develops mutually beneficial strategic alliances with customers.
- Advises and councils key leadership on the latest principles, practices, and/or technologies and their practical application.
-Designs, plans, and leads implementation of global telecommunication voice systems.
- Represents the department and acts as technical consultant on large project teams for phone systems requirements, acquisition, implementation, and enhancements.
- May serve as primary liaison between telecommunication vendors and leadership.
- Evaluates progress and results and recommends major changes in procedures.
- Keeps abreast of latest technology advances.
- Provides telecommunication voice hardware and software solutions to undefined business user needs.
- Extensive knowledge of business user requirements.
- Consistently provides direction and mentoring to less experienced team members.
- Involved in vendor management.
- Works on telecommunication voice projects of considerable magnitude and complexity.
- Leadership on practical applications and limitations of proposed upgrades and projects.
- Designs, plans and leads implementation of automation solutions to improve operational efficiencies.
- Extensive knowledge of computer telephony integrations and user to user information technologies.
Requirements:
- 10+ years of experience in voice engineering, primarily in the contact center space
- Strong technical background, and experience in building next generation reference architectures and solutions to enable business strategies
- In-depth knowledge and experience in contact center with a proven track record
- Experience in a large global and multi-channel environments, with experience in Omni-channel strategy and execution
- Experience managing and optimizing operation and program budgets
- Strong organizational planning and development, business judgment, influential skills and technical leadership
- Experience in services and support, and working knowledge of end-user/customer experience
- Strong communication and relationship skills
- Experience communicating vision for best in class IVR applications and benchmarking.
- Experience with User acceptance testing and change control
- Strong experience with leading business strategy and direction for IVR with business partners
- Experience with defining REST API standards
Preferences:
- Industry knowledge of the retail and electronic commerce space; with an emphasis on the purchase path
- Keen interest in keeping up to date on the latest trends and technologies
- Experience on SCRUM methodology and operation in an AGILE development environment
- Experience with establishing processes, controls, risk management and resource allocation
- Bachelor’s degree in Computer Science, Computer Engineering or related technical discipline
- Experience with defining REST API standards
- Experience with Java programing language
- Experience with Avaya Contact Center products such as but not limited to Aura Elite, Experience Portal, System and Session Manager, PodFX, Context Store, Breeze and Dynamic Routing.