Lead complex initiatives to provide technological solutions with broad impact for cross functional businesses and technology teams
Act as a key participant in providing strategic business solutions to companywide technology initiatives
Evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives
Define and lead detailed research on business and technology requests to develop efficient and accurate functional requirements
Make decisions in highly complex and multifaceted situations requiring solid understanding of domain and technology applications, and which influence companywide technology solutions
Lead project or systems documentation, and monitor and manage project schedules and deliverables
Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems
Ensure communication and information flow between business and technology teams
Implementing and Administering Business Routing Rules on F9 Cloud Platform
Define requirements by writing epics and user stories, support agile development (acting as a proxy Product Owner), and coordinate testing (SIT and UAT), production rollout, and change enablement

Requirements

5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
4+ years of combined business and technical experience working with Cloud Contact Center platforms
Proven ability to design, build, and implement advanced routing solutions for large-scale contact centers
Hands-on experience implementing, configuring, and supporting leading CCaaS vendors such as Five9 (F9), Genesys, and NICE
Background in working within financial institutions, managing complex business units and priorities
Expertise in Contact Center Routing, CCaaS routing platforms, and analysis of Contact Center KPIs
Familiarity with Conversational IVR, CRM systems, softphone technologies, and business rule segmentation
Comprehensive knowledge of Cloud-based CCaaS applications for call routing and business rule administration
Proficiency in Contact Center technologies, including call routing, segmentation rules, omni-channel solutions, and softphone integrations
Experience with Five9 applications such as VCC and Studio for designing, implementing, and configuring routing logic

Benefits

Health benefits
401(k) Plan
Paid time off
Disability benefits
Life insurance, critical illness insurance, and accident insurance
Parental leave
Critical caregiving leave
Discounts and savings
Commuter benefits
Tuition reimbursement
Scholarships for dependent children
Adoption reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Business Systems DataBusiness Systems DesigningCloud Contact Center platformsContact Center RoutingCCaaS routing platformsContact Center KPIsConversational IVRCRM systemssoftphone technologiesCloud-based CCaaS applications

Soft skills

leadershipcollaborationcommunicationproblem-solvingstrategic thinkingproject managementdecision-makingconsultationdocumentationchange enablement