Director, Solution Delivery Interactions
THIS JOB HAS EXPIRED Director, Solution Delivery
Reporting to the VP of Professional Services you will manage the team responsible for on-boarding new clients and oversee the project management of the development and deployment of client applications as well as the ongoing management and support of all client applications.
You will also have management responsibility for the design team (Call Flow and caller experience).
Specific Responsibilities Include:
Management of complex technical implementations and integrations with Client infrastructure and customer care and self-service applications;
Deploy voice self-service solutions in variety of industries including Hospitality, Retail, Consumer Goods, Financial and Insurance;
Leadership and staff management of project management, designers, and voice user interface design;
Develop and implement regimented project management approach to ensure predictable outcomes. Manage multiple active customer engagements;
Development of Business cases and ROI models for multiple organizations around deployment of advance customer interaction technologies;
Manages client status reporting and reviews including: call reviews, action logs, monthly account reviews, and periodic business reviews
Oversees the development and interprets weekly scorecard/performance data and portions of regular (quarterly) business reviews highlighting proactive activity, trends, etc.
Preparation, Knowledge, Skills and Abilities:
4 year degree in Business or related field, Master?s degree preferred
10+ years of relevant experience
10+ years of leadership and staff management experience
Experience in project management methodology and tools
Strong technical knowledge
Travel up to 20%
IVR/Speech Recognition and/or voice applications experience is a key success factor
Experience in data and telephony network infrastructure and deployment common practices are a strong plus.
||Franklin, MA |
THIS JOB HAS EXPIRED