Immediate need for Genesys Contact Center Director for a financial services company in Tustin, CA. Direct Hire! Highly desired work culture and competitive compensation package!
The Contact Center Director (Genesys Pure Connect) would be the leader of a highly dynamic and visible team in the organization. This role directly contributes to the front-line output of the company and requires an individual that is very detail oriented but can also work quickly in the case of emergency, someone who is self-motivated and has a proven record managing vendors and employees. You will be a member of multiple teams, providing insight and solutions across the organization. The right fit for this role would be someone who has a VERY STRONG technical background but can also interface directly with business including the CEO. This role reports Directly to the SVP of Enterprise Development and is considered a direct technical SME for the business.
This is not an ivory tower position; this position is best suited for someone that is a front lines leader. Must be able to both make and take orders, must understand and advise business on the consequences of those orders.
Duties & Responsibilities:
Directly oversee all aspects of the contact center including telecom, PBX Servers (VM and BM), voice networking equipment, adherence/availability and continual development and maintenance of company specific customizations
Report on transfer rate, ensure the compliant operation of the contact center, penetration rate, abandonment and adherence and report to business and have a plan to correct
Identify technology and communication channel trends and provide a vision for the future of the contact center and make it happen.
Report contact center status to sales and business leaders of current
Continuous development and maintenance of our outside distributed retail platform (Local Buyer Connect) which leverages contact center technology to distribute leads to mobile outside agents.
Manage vendor billing, budgets and project completion timeframes.
Develop vision for AI omni-channel customer experience for the future of the contact center
Provide leadership, motivation and guidance to the contact center Development and admin teams
Stay up to date on contact center regulations and compliance guidelines
Interface regularly with departments across the organization
Work directly with the Admin team to assist in agent help where needed
Work directly with the Development team and provide peer code reviews
Work with team on after hours maintenance, development releases, server patches, PureConnect Feature Releases and testing
Maintain PureConnect development infrastructure
Skills and Required Experience:
10+ years of information systems experience with successes in networking and software solutions
5+ years development of reports and KPI identification proven as assets to the company
5+ years management experience with proven experience leading teams
5+ years Genesys PureConnect contact center platform development and administration
3+ years Twilio experience
5+ years financial industry experience, mortgage industry preferred
2+ years BI reporting (Tableau) experience
Strong financial and business experience
Ability to create and develop strong vendor relationships
Exceptional verbal and written communication
Strong negotiation skills for vendor rates is a must
Growth/Vision mindset for the contact center and the ability to execute on that vision
Communicate clearly and concisely to business leaders any issues
Ability to leverage MS SQL for problem identification and contact list management
Be able to identify and
To apply please email your resume to firstname.lastname@example.org
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