Director, Contact Center Technology - GRM US

  • Clayville, RI


: $151,860.00 - $151,860.00 /year *

Employment Type

: Full-Time


: Executive Management

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Are you looking for an opportunity where you can play a key role helping to guide and foster the transformation of one of the largest industries in the world?. Do you believe that building trust through empathy and openness is essential to success in the evolving digital landscape?. Are you able to lead discussion with engineers, managers, executives, and product owners to build consensus?. We are currently seeking a strategic, collaborative, and results-oriented leader to lead major initiatives within our Global Retail Markets (GRM) Technology team as the Director of Contact Center Technology. You will be responsible for strategic programs to transform our customer service capabilities, including core telephony systems, self-service, web chat, two-way SMS, and more. You will set our strategic direction for contact center technologies and influence and motivate the team and partners to achieve set direction. Direct and indirect responsibility for about $20M annual investment in capabilities that are highly visible and critical to the achievement of GRM business plans. This role reports to the VP & Sr. Director, Agent & Partner Technology within the GRM U.S. Technology organization.. About the role:. Develops and implements technology vision and operating plans; sets direction based on alignment to business strategy and technology opportunities. Sets technology strategy and direction for our Contact Centers, including core telephony platforms and emerging engagement technologies like natural language processing, web chat, two-way SMS and more; partners with business stakeholders and influences overall strategy and use of technology capabilities. Initiates and fosters relationships with business partners and executives, technology leaders, vendors, and partners; develops relationships that promote trust and increase efficiency and effectiveness, including onsite partner visits when needed. Hires and leads a team of managers and technical leaders; coaches and counsels team members, and determines and manages staffing strategy and plan of about 100 employees and contractors, consistent with the needs of the team. Provides leadership to agile teams, and proactively engages with teams to promote process and organizational improvements that improve overall efficiency. Manages relationships with multiple vendors, influencing technology roadmaps and contract negotiations. Prepares and presents program-level communications for executives and stakeholders. Defines performance objectives and development plans for team members and ensures alignment with department objectives. Establishes financial plan for department and manages to plan, and jointly establishes financial targets with business partners. Develops and maintains a network of industry contacts; performs research on industry trends, competitors, business and IT products; analyzes trends and make strategic and tactical recommendations. Ensures system, technical and product architectures are aligned with business objectives. Minimum Qualifications:. Bachelor's or Master's Degree in technical or business discipline or related experience; Master's Degree preferred.. Generally more than 10 years related experience with 5 years in leadership role.. Experience and proven track record of leading successful, business-critical technology programs. Thorough knowledge of agile software delivery models (Kanban, Scrum, SAFe, etc.). Advanced knowledge of leadership concepts, practices and techniques, especially change management and leading culture change. Ability to promote and role model a team-oriented environment. Highly developed negotiation, facilitation and consensus building skills. Highly developed oral and written communication skills; strong presentation skills. Preferred Qualifications:. Thorough knowledge and experience with telephony platforms and contact center technologies. In-depth understanding of cloud-native architectures, microservices, and open API's. Strong working knowledge of multiple development frameworks, and a drive for innovation. Benefits:. We value your hard work, integrity and dedication to positive change. In return for your service, it's our privilege to offer you benefits and rewards that support your life and well-being. To learn more about our benefit offerings please visit: Liberty Mutual is an equal opportunity employer. We embrace an environment that is free from all discrimination in the workplace, in its business, or by its vendors. Liberty Mutual values diversity and the differences and similarities of our employees. We foster a diverse and inclusive work environment that leads to better ideas, stronger teams and more innovative products and services for our customers. Learn more. When people are celebrated for being who they are, when their unique qualities are valued and respected, they feel encouraged to take cha...
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* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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