Experience:
● 10+ years required
● 5 years of experience with major contact center platforms, including AI
● 5 years of experience supporting a Content Management or Web site experiences
● 8 years previous management experience required
● Advanced experience designing and implementing core corporate systems
● Previous healthcare experience is a plus Skills:
● Proven record of opportunity identification, business case development and implementation in a matrix environment.
● Skilled in technical and non-technical requirement development and delivery to cross functional stakeholders and deliver upon the vision.
● Delivery of projects and initiatives should be as much about the “what” as the “how” with the ability to demonstrate both
● Experience with either Five9, Genesys, Nice, Google or similar CCaaS Contact Center technology ● Lead transformational change and innovation while balancing budgetary considerations.
● Excellent customer service skills with the ability to deal tactfully, confidently, and ethically with all levels of the organization, and both internal and external customers, stakeholders, and vendors
● Ensure all regulatory and compliance standards are adhered to for all functions
● Experience with complete lifecycle of complex enterprise projects in addition to understanding core project management concepts, theories, practices, and methods a plus
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