• Gather and understand technology directions and requirements through consultation with the business, other technology teams, and vendors/suppliers.
• Conduct research as needed to identify issues and gaps in the current services.
• Contribute significantly to the identification of opportunities and provide recommendations to minimize risk, improve service capability, and reduce cost.
• Lead in the implementation of contact center solutions to provide greater business functionality and flexibility while reducing total cost of ownership.
• Apply enterprise technology strategy (e.g. assist in the implementation and enforcement of contact centre hardware/software standards, etc.).
• Apply governance processes and create the necessary documentation.
• Provide contact centre infrastructure technical leadership.
• Engage and leverage suppliers to help resolve problems, demand innovation, and influence product design to accommodate current and future bank requirements.
• Prioritize, monitor, track, and report progress of assignments.
• Set career objectives and develop as a professional.
The applicant must possess:
• Expertise with Cisco’s contact centre infrastructure approach, products, and technologies (e.g. UCCE, CUCM, CVP, etc.).
• Expertise with Nuance Free Speech and voice authentication.
• Ability to organize and manage time effectively and set priorities.
• Attention to business priorities: experience, flexibility, speed, and cost.